South Dublin
€50k - €55k base
3rd Line Support role across Microsoft & CitrixOur client is an established and successful services provider based in South Dublin, supporting medium to large businesses across Ireland.
Due to recent growth and success, they have a newly created position within their IT team for a Level 3 Support Engineer. Here you will join the team on a permanent basis as a L3 Engineer, being an escalation point for the L1 and L2 Engineers already established. You will also get the opportunity to work with the professional services team on projects.
Responsibilities:
The role will provide an integral part of the 3rd line team including incident management, problem management and service fulfilment in line with agreed targets and SLA's.
Coordinate and managing your ticket queues in line with set objectives.
Perform to a high standard in achieving service target and agree customer SLA's.
Participates on escalation calls through to resolution and provides an active contribution to the resulting RCA reporting.
Ensures tickets are correctly categorised, managed and escalated in line with agreed procedures.
Provide a high standard of customer service, quality and performance to end-users
Responsibility for continuous service improvement of the service in line with business goals.
Develop automation into the service to improve service efficiencies.Skills and Experience
Excellent technical knowledge of Citrix infrastructure e.g. XenApp, Xen Desktop and Netscaler.
Excellent technical knowledge of Microsoft cloud platforms e.g. Azure, EM+S, 0365
In depth knowledge of technical solutions e.g. Sophos, Windows Server, Exchange, VMWare, Veeam.
An understanding of software solutions such as Firewall, encryption, data leakage will be advantageous.
Aptitude for solving problems and acting on own initiative.
Full Clean Driving Licence with access to your own vehicle is essential for this role.
Highly motivated with a willingness to learn new technologies and services.
Good written skills with capability to create professional level reports.
A strong team player with a flexible approach.
Demonstrates consistency and enthusiasm in their work attitude
Strong knowledge and understanding of the IT industryPlease click APPLY now to be immediately considered
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