Responsibilities

·         Bring 2nd level tickets to resolution or escalate when required following chain of escalation.

·         Process assigned change management tasks scheduled by the operations manager ie software release upgrades, updating of SSL or Apple APNS certs etc.

·         Process assigned Managed Service tasks as defined in a customer’s service charter.

·         Work on assigned Internal IT support tasks and projects.

·         Work on offsite or onsite kitting projects as required. (May require travel to a customer’s location).

o    Configure devices following agreed kitting process

o    Attend device distribution clinics where required

o    Deliver key messages/training where required

o    Draft Kitting Documents

o    Implement and follow Kitting QA process

·         Coach and guide Level 1 team where required on processes or tasks assigned by operations manager or Level 1 Technical Lead.

·         Keep Level 1 work instructions up to date and create new ones based on changes in tools or processes.

·         Work with peers and Customer Success Manager to resolve any risk customer issues to prevent a customer from churning.

·         Work with peers and Customer Success manager to identify and improve areas to influence our NPS score.

·         Test and explore features in new and existing UEM solutions

·         Escalate issues to Level 3rd line Support when required

·         Liaise regularly with management to report on developing service issues.

·         Build strong relationships with key customers based on professionalism and strong work ethic.

Skills/Experience Recommended

·         Minimum 2-3 years relevant experience in a 2nd line Support Team.

·         3rd level qualification in Computer Science or technical discipline.

·         Experience with administration and 2nd level support of UEM solutions such as Intune, MaaS360, Workspaceone or MobileIron (note in order of preference)

·         Experience with smartphones based on iOS, Android operating systems

·         Experience with Android Enterprise, Apple Business Manager and Samsung KME

·         Certifications in Microsoft MS100, MS101 or vmware workspace one a bonus.

·         Knowledge of:

o    Azure AD

o    Microsoft Exchange

o    Active Directory or other LDAP based directories such as Domino

o    TCP/IP, DNS, routing, NAT, firewalls, VPNs, VLANing

o    Microsoft IIS

o    VMWare vSphere

o    Smartphone and Tablet operating systems

o    Smartphone and Tablet menu’s and usability

This role will accommodate remote interviewing and onboarding. Once started, you can work 2 days per week remote (after Covid19 Restrictions have ceased).

This role will not accommodate a work permit applicant - candidates must be CURRENTLY eligible to work in Ireland/EU and be available to interview/work onsite restrictions dependent.

For more information and to apply, send us your CV today at apply@talentscope.ie or phone Aileen on 087 2344753 for more information.

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