€30,000 Base Salary + Benefits
South Dublin Based
Your role will be to provide 1st Level support to their customers across Security, Infrastructure and Network domains. To achieve this your responsibilities will be:
Respond to alerts triggered from the monitoring system and issues raised by customers via email and phone and our ticketing portal.
Perform basic troubleshooting for alerts/issues raised in a timely and effective manner.
Accurately record all tickets raised on the ticket management system.
Adhere to strict SLA's when dealing with support tickets
Perform day-to-day security checks for managed clients
Provide scheduled reports on Firewall Capacity, IPS, TVM and SIEM.
Monitor and proactively manage different types of network systems using a multi-user management system.
Track and follow up on tickets from creation to resolution.
Escalating incidents, as required, to the appropriate 2nd and 3rd Level Support teams.
Acting as a liaison between our customers and our technical teams.
Liaise with third party support organisations for repairs and replacements.
Prioritise daily/weekly/monthly work in accordance with small projects and daily support required by the business.
To perform ad-hoc tasks and projects and reports as required.
Participate in a shift rota
It is desirable to have a degree in Cyber Security, Computer Sciences or equivalent discipline; whilst the qualifications are desirable, a strong work ethic and willingness to learn new technologies is essential.
Strong knowledge of customer service techniques and processes.
Excellent communication skills both written and verbal and to be able to communicate with the customer.
Excellent analytical and listening skills.
To be able to demonstrate a keen sense of customer awareness.
The ability to work as part of a team, to tight deadlines and during busy periods.
Flexibility to work by shift
Good working knowledge of ITIL best practices.
Experience working in a SOC environment desirable.
Good working knowledge of network infrastructure TCP/IP, Switching, Firewalls.
Certification in any of the following desirable. CCNA, CCSA, Network +
Familiarity with some of the following technologies would be advantageous.
APPLY to be immediately considered, for a chance to work in an organization with a big career path and plenty of growth opportunities