€35k - €45k base
Award winning MSP
Great training & career progression
Our client is a well established and multi award winning Irish managed services company based in West Dublin. They've been extremely busy the last few months and are fortunate to be in a position where they're looking to hire for their team.
This role will slot into their service desk function, and you'll be working across L2 issues across a range of technologies. They're looking for someone who has strong troubleshooting abilities and excellent communication skills supporting customers remotely and over the phone. If you perform well in this position there is opportunity to progress through the ranks over time into more senior engineering and consulting roles should one wish.
Fulfil requests within the agreed Service Level Agreements.
Deal with customers via meeting, phone, email and other means of communication, in a professional and efficient manner.
Own incidents end to end, ensuring accurate and timely updates are maintained in the incident management system.
Escalate incidents to both internal and external teams in line with agreed processes and SLAs. Take ownership and escalate where necessary to Vendors/ Team Lead.
Log all activities, including incidents, in line with Company policy and processes.
Complete documentation on all incidents and requests to ensure details are maintained on resolution methods.
Tier 2 on the IT Service Desk, answering phone calls/emails/ Incidents from customers requiring IT Support and any assigned tasks from Tier 1.
Carry out daily tasks to a professional and high standard in alignment with KPIs defined for the team.
Log calls received on the incident management system and provide accurate reporting to customers on technical issues.
Aim to diagnose and resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes.
Perform ad hoc tasks to meet unanticipated events or user requirements.
Experience in some of the below required:
Office 365 Support, Active Directory / Azure AD Support
Desktop - Windows 10
Installing, updating & troubleshooting
PC Imaging, SCCM management
Server - Windows, Azure, Exchange
Windows Server 2012, 2016, Azure, Exchange, Exchange Hybrid
Veeam, Cloud Backup - monitoring, restore requests
LAN / Wireless - managing, troubleshooting
Troubleshooting, Group Policies, Access Rights & Privileges
Anti-Virus Management (Trend Micro, McAfee)
Firewall support - eg. Fortinet, Cisco, SonicWall
For your chance to interview for this role, please click APPLY now to be immediately considered! Stamp 4 or EU passport required