TalentScope Recruitment Solutions, on behalf of our client in South Dublin, is seeking applications for a Level 2 Support Engineer on a permanent basis.
The role will involve supporting clients/customers with technical queries escalated from Level 1 support colleagues or directly from clients. Typically the role will involve trouble-shooting activities, particularly around end-user devices/modern workplace/endpoint support.
Duties/Responsibilities
*Responsibility for tickets entering the Level 2 Service Desk and bringing these to resolution
*Liaising with Level 1 and Level 3 support colleagues on escalations/known incidents
*Liaising with Product Vendors on escalations
*Providing expert product knowledge and best practices recommendations to customers
*Mentor Level 1 support engineers for their pathway to progression
*Own the communication process with the end customer
*Deliver customer focused service of the highest standard
*Build and maintain strong customer relationships based on professionalism and strong work ethic/ability to earn the trust of the customer
*Deliver to agreed SLAs
*Work with Customer Success Manager and Service Operations Manager to report on developing issues/escalations/incidents
*Test and explore new features in Products (become a SME)
*Contribute to and develop the internal knowledge base around products
Essential Skills Required
*Minimum of 5/6 years as a Level 1 support or 3-5 years as a Level 2 Support Engineer - Service Desk Support/Remote Support (must be customer focused work)
*Skills in Security/Support/Systems Integration required
*Solid exposure to Endpoint technologies/Integration Support/Mobility Solutions/Deployments
*Microsoft Azure Support/Administration (Azure AD)
*Microsoft Intune Support
*Good Networking Skills - TCP/IP, Routing, DNS, Firewalls, VPNs, VLANing,
*Microsoft IIS
*SSL PKI
*Enterprise Support experience
*Excellent Customer Focused Support work (in an Enterprise Environment - not SME)
*Ability to think outside the box, be solutions focused, can-do attitude
THIS ROLE WILL NOT SPONSOR A WORK PERMIT - CANDIDATES MUST BE CURRENTLY ELIGIBLE TO WORK IN IRELAND/EU (HAVE AN EU PASSPORT OR STAMP 4 WORK PERMIT WHICH IS VALID AND IN DATE).
For more information on this role and to apply, simply email your CV to us at apply@talentscope.ie
TalentScope Recruitment Solutions are a leading provider of IT Recruitment Solutions for mid-senior level roles. Please be advised you will receive an automated response to acknowledge receipt of your application.
By sending us your CV, you are accepting that your details will be stored on our systems for current/future use. No personal information will ever be shared with a third party, except where you give us your permission to send your CV to a specific client upon your agreement.
Should this position not be specifically what you are seeking, we are hiring for numerous positions currently so please get in touch with us as we may have other roles that would be relevant. apply@talentscope.ie
