Senior Helpdesk Engineer
 

Through the provision of remote support for maintenance contracts, and scheduling of field engineers for contracts and installations, ensuring technical capability to meet client’s needs and expectations through fulfilment in a timely fashion.

 
Key Tasks & Responsibilities:

- Provide Help Desk level 2 services from 9.00am to 17.30 except between 1.00pm and 2.00pm; ensuring full coverage.
- Checking off-site backups daily e-mail verification, in accordance with off site backup guidelines and managing call escalation in accordance with company SLA (service level agreements), check off and verify data as per monthly client list supplied by Accounts department, this needs to be carried out first thing each day, and in the event of a failure, rectify remotely and inform the customer of resolution.
- Hourly review of the Technical emails and taking appropriate action on messages.
- Management of the Technical support tickets in line with the SLA’s, ensuring priorities and workflow are managed, SLAs are met and escalations to Sales Account Managers and appropriate personnel are made in a timely fashion.
- Provision of Remote Support for maintenance contract clients, call escalation to support engineers.
- Schedule Proactive maintenance calls, in accordance with call management system.
- Scheduling of Field engineers in response to contracts, support calls and installations ensuring efficient utilisation and control of costs through planning on travel and appropriate time allocated to do the job.
- Management of change and updates to the engineering schedule.
- Managing technical updates to client’s technical records on the company database and call management systems, (AFS System).
- Checking and closing off calls (in call management system) in accordance with agreed procedures and time scales, on a daily basis.

Business Standards

- Take personal responsibility for determining and satisfying the needs of your internal and external customers, ensuring total customer satisfaction as the basis for future business.
- Maintain co-operative and productive inter-departmental relationships and procedures to deliver exceptional customer services at all times.
- Uphold the company core values, “Quality of service and professionalism”
- Communicate ideas for improvement aimed at enhancing performance and effectiveness at company team and personal levels.
- When required participate in activities relating to: a) standard operating procedures, b) training and development, c) performance reviews.
- From time to time to facilitate cover, you may be asked to carry out 1st level helpdesk services, you will be required to familiarise yourself with these tasks to facilitate provision of same.
- From time to time your manager may ask you to undertake additional responsibilities or tasks outside of your usual remit.

 
 
Specific Performance Measurements

- Help Desk Call Management.
- Ticket and Contract SLAs.
- Utilisation of Engineers, ensuring best use of site call outs and travel time.
- Offsite backup call monitoring and escalation.
- Complete actions allocated from Sales & Operational Management meetings.

 
Details of minimum competencies required.

- Customer service training.
- 3 years’ experience in IT helpdesk.
- Microsoft training on Office 365.
- 3 years Sever and network experience.
- Third level Technical qualifications.
- Firewall / Backups / email admin experience
- Connectwise and screen connect training.

 
Details of any specialist competencies required.

- MCP Office 365
- Microsoft Server 2016

 
 
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Candidates must be eligible to work full time and long term in Ireland or currently hold a Stamp 4 Visa to apply.
 
If you are interested in applying for this role, please do so via the relevant link. If you would like to discuss this role in confidence, please contact Chris Byrne in itContracting directly.
 
Evros, itContracting and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Evros / itContracting apply all relevant Data Protection laws when processing your Personal Data.
 
If you choose to apply to this opportunity and share your CV or other personal information with Evros / itContracting, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at Evros / itContracting.
 
Ref: ITC3571
 
 

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