2^nd Line Support Engineer            Dublin   €38-45k

My client based in Dublin has an immediate requirement to recruit an additional 2^nd Line Support Engineer to join an established team providing remote support to their client base and project work on client site in the Dublin area.

The ideal candidate will have a minimum of 2 years experience providing technical support in a Windows environment, able to work autonomously and enjoy keeping up to date with the latest technologies.

Responsibilities

• Provide 2^nd line Support
• Provide support and guidance to the 1^st Line Engineers
• Project work
• To remain current with technologies and offer high quality guidance and advice resolution

Key Requirements

• Strong knowledge of Windows O/S and associated technologies
• Group Policies and Active Directory
• Exchange / Office 365
• Windows Server 2016/19
• Basic networking, firewalls, WAN, LAN
• Virtualisation, ideally VMWare
• Comfortable liaising with technical and non-technical users
• A driving license is a must

If you want to be part of a dynamic and fast-growing company my client will want to hear from you, so please apply now with a copy of your CV!

INFORM3 IT Recruitment is an equal opportunities employer. By applying to this position, you accept the terms of our privacy policy which you can find on our website.

Overview:

Ergo are seeking an IT Support Engineer for a permanent role in our newly refurbished offices in Eastpoint Business Park, Dublin. In this exciting and challenging role you will join a high-performing helpdesk supporting some of the most well-known companies in Ireland.

You will work at the leading edge of IT engineering projects in Ireland and forge a career at a company recently awarded Microsoft Country Partner of the Year for the 5th time in 10 years.

The Level 1 Engineer will need strong Windows 10 knowledge, Active Directory Administration Skills, Basic Server 2016 admin skill will help.

In addition to an exciting technology stack and great environment we offer training incentives and bonuses that reward self-starters who want to develop their skills and careers.

Key Role Responsibilities:

• Triage incoming tickets for other engineers.
• Provide remote user support to users on Microsoft stack.
• Get involved in project work.
• IT Administration and troubleshooting of Windows Server environment.
• Network monitoring and support.

• Patching and deployment using SCCM.

Desired Skills for this role:

• 3+ years experience in a similar role (Helpdesk Engineer, Systems Administrator).

• Windows 10 knowledge.
• Active Directory Administration Skills.
• ITSM tools.
• Basic knowledge of Office 365 application and portals.
• Excellent communication skills.

• Professional certifications an advantage.

IT Field Engineer              Dublin                   €50-55k

My client based close to Blanchardstown has an immediate requirement to recruit a technically capable Level 3 IT Engineer to join their busy team who is able to bring projects in on time and to client expectations.

You will be in direct contact with end users over the telephone, via remote support and face to face for their customers based predominantly around the Dublin area. Above all, it will be expected that you help to ensure that defined service levels are consistently delivered to customers, requiring excellent personal communication skills and the ability to work on your own and as a member of a team.

The successful candidate will need to have an excellent knowledge of all aspects of desktop and network technical support with proven commercial experience providing 3rd Line Support in a client facing capacity.

Responsibilities

• Project delivery from initial scope to handover
• Providing 3rd Line Support both remotely and on client site
• Incident/escalation management

Requirements

• Excellent knowledge of Windows Operating Systems and supporting technologies
• Windows Server 2016 and ideally 2019
• Virtualisation: VMWare
• Cloud technologies: Azure, Office 365
• Networking, LAN and WAN, DHCP, DNS, Firewalls
• Able to liaise confidently with both technical and non-technical users
• Driving license is essential

We are looking for a self-motivated Support Engineer who is used to working to tight deadlines ideally. My client offers a friendly and enthusiastic working environment at a company that values its staff and their career progression.

INFORM3 IT Recruitment is an equal opportunities employer. By applying to this position, you accept the terms of our privacy policy, please find on our website.

IT Support Officer and LMS Administrator

Our client, IICP College, islooking for an IT Support person to join the growing educational technology team, who will responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.

Are you interested in supporting the staff, students and lecturers in their use of eLearning technologies in a leading third level College?

Welcome to IICP College

IICP College is a third-level college of educational excellence for a wide range of accredited and validated courses in counselling, psychotherapy and related fields, delivered by committed, highly qualified lecturers in a welcoming and supportive environment.

The College aims to provide training and education to the wider community of professionals and volunteers working in the caring professions. This is achieved through offering opportunities, both formally and informally to learners, which enhance personal and professional development through training and education within the context of mental health.

The Role

The IT Support Officer and LMS Administrator will be responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.

The role will additionally involve providing support to the Educational Technologist in the development and application of new technologies and with eLearning lecture creation for a new blended learning programme being rolled out by the college. Updating and maintenance of the website using WordPress and other tools is also part of the role.

This is an opportunity to be part of an exciting new development team and directly contribute to the end-users ongoing learning experience.

Reporting to

Reporting to the Educational Technologist.

Key Responsibilities

Technical Support – Students, Faculty & Staff

• Providing exceptional support service via remote support using Zoom, phone, email and on-site as appropriate to students, faculty, and staff.
• Deal with student queries regarding Moodle assignment uploads, password changes, site navigation, Zoom navigation, eBook rentals and online library navigation.
• Take student photos and produce student cards in-house using card printer.
• Setup and assigning zoom accounts to faculty, assistance with Zoom video recordings and management of zoom accounts and back-end settings.
• Support the faculty team with video recordings on the Vimeo hosting platform, ensure privacy settings are correct, embedding videos on Moodle
• Creating easy to follow procedures for faculty and staff.

Moodle Administration

• LMS administration on Moodle which would involve:
• Enrolling students
• Resetting passwords
• Adding resources
• Creating new modules
• Embedding external site content on the platform
• Liaising with external Moodle hosting provider to ensure efficient delivery of service, back-end support, back up of data etc. is carried out.

IT Projects Support

• Assist with the implementation and move to Office 365 storage solution for staff and faculty, which will include:
• data transfer,
• staff training,
• mapping and organising of folders leading to a seamless transfer from server-based to a cloud-based solution.
• Assist with college email allocation and 2 factor authentication settings.

IT Operational Support

• A/V support to faculty on teaching days
• Liaise with college’s IT provider on issues regarding back-ups, warranties, anti-virus software, firewall etc.

Website

• Website maintenance including;
• Ongoing Wordpress site design and structure updates
• Creation of new courses and regular content creation/updates
• Ongoing maintenance of website – platform updates, plugin updates, integration testing, end-user testing etc.

E-Learning Course Development Support

• Assist Educational Technologist with eLearning development of course lectures which may involve; creation of PDF lectures, audio and video editing, multimedia lecture authoring using Articulate 360, reviewing lectures and proofreading.

In addition to the above core responsibilities, the successful applicant will have the opportunity to immerse themselves in a variety of eLearning technologies including green-screen recording, video editing, audio mastering, eLearning authoring, lecture design and creation.

Requirements

The successful candidate will ideally have a degree in Computing or IT related field, but a Higher Cert with relevant experience would be considered.

They will have at least 2 years’ experience with the following:

-         IT support provision

-         Wordpress or similar

-         Vimeo

-         Office 365 Administration Management

-         Familiarity with Moodle or VLE

-         Providing trouble shooting and internal support to both PC & Mac users and referring to outsourced IT support for more complex issues.

-         Familiarity with Zoom or similar

Previous experience in the use of eLearning technologies would be a distinct advantage.

Previous experience in IT support roles in an education setting would be a distinct advantage, but other customer facing IT support roles would be useful. The person needs to be able to deal with students and faculty to troubleshoot and support their IT and educational technology needs.

Previous experience in roles in IT Support, IT technicians, and/or LMS administration in an education setting would be preferred.

The ideal candidate will also be able to demonstrate the following:

·        Excellent problem solving and organisational skills to diagnose, evaluate and resolve issues in a timely manner.

·        Excellent communication skills and previous experience interacting with multiple business stakeholders.

·        Ability to manage and prioritise multiple tasks at different periods

·        Excellent attention to detail in performing day to day tasks

·        Interest in applying technological solutions to an education environment

Contract Duration

This is a permanent full-time position.

Salary & Benefits

IICP College will offer a generous salary and benefits commensurate with the role.

Working Hours

The role is a standard working week, Mon-Fri, 40 hours per week.

There is some Saturday work required. At the moment, during COVID-19 it amounts to one Saturday a month during the academic term, but in general it’s about 14 Saturdays in a year.

The IT Support Officer and LMS Administrator will be expected on occasion to deliver work outside normal working hours at certain times to support key projects, deadlines and academic cycles.

Location

The role is normally based in the IICP College offices in Killinarden, Dublin 24. During COVID-19 restrictions, working from home may apply.

Your Next Step

If you are ready to take a further step in your career, apply now. 

Be The Next Strategic Global Leader of Customer Support!

Brightflag is looking to bring on an experienced Manager of Customer Support with experience in enterprise B2B SaaS applications to lead the global technical support team. The Manager of Customer Support will report to our VP of Customer Success & be responsible for handling customer & law firm user questions and issues on the Brightflag platform. You will be a key member of the Customer Success team working cross-functionally within the CS and go-to-market teams as well as Engineering and Product teams to deliver consistent world-class support!

At Brightflag, we place a high level of focus on execution, quality, and timeliness of resolution in order to achieve our committed SLAs across our customers. In this role, you will be measured along the following metrics: Time to First Response (TTFR), Status Update Frequency (SUF), weekly case backlog, and case growth rate. Both TTFR and SUF relate directly to our customer commitment of responsiveness in resolving technical issues, to which we currently achieve 95%+ compliance globally. Our weekly case backlog ensures cases are being resolved quickly against our target of 30 cases. An important measure of success in your first year will be achieving our case growth rate target or < 4.5%, which a strong candidate will bring expertise and previous experience on managing growing case volumes and case deflection strategies at B2B enterprise SaaS companies to achieve this goal.

WHAT YOU WILL DO:

The Brightflag Support team plays a key role in the value we deliver to our customers and their vendors, which enables their ongoing legal service operations with minimal disruption.

• Hire, motivate, and retain a team of technical support representatives, responsible for delivering exceptional customer support via email, in-app messaging, and phone 
• Consistently track (daily/weekly/monthly) progress against our goals for TTFR, SUF, weekly case backlog, and case growth rate, and identify areas for improvement 
• Manage daily and weekly escalations within the technical support team to ensure timely resolution of critical cases 
• Implement case deflection strategies by analyzing support case data and trends to identify opportunities for reducing or slowing case growth
• Coach support reps on managing, responding and resolving complex cases
• Continuously refine and implement processes, policies, tooling, and documentation that enables the team to deliver world-class support 
• Track, measure, and report on key support metrics, including regular reviews with Brightflag leadership 
• Author new help center or other knowledge articles to enable improved customer self-sufficiency 
• Work cross-functionally with CSMs, Implementations, Product, Engineering and Legal Analyst teams to support customers 

WHAT YOU'VE ALREADY DONE:

An important element of success will be your ability to become an expert on the product, and to think long-term about scaling and growth needs of the global team and the operations, tools, process, or product improvements necessary to meet company and team goals and to deliver effective technical solutions to our customers.

• You've successfully implemented strategies to achieve SLAs, case backlog and case growth rate or similar targets within a global support organization for an enterprise B2B SaaS application
• You've used Zendesk or similar case tracking systems, reporting tools, and insights to understand case trends, backlog, SLAs, escalations, priority, and other resourcing needs across the team each day.
• You've demonstrated success in working directly with Product/Engineering teams in regular feedback loops to drive product and supportability improvements
• You have a proven track record of achieving high levels of customer satisfaction and aligning outcomes to customer and company goals
• You've demonstrated ability to analyze customer support and product data to make recommendations and improve processes ongoing
• You are known for evaluating and implementing case deflection strategies for SaaS or similar enterprise applications to support company growth 
• You've handled critical customer issues that require escalation to Product/Engineering teams for resolution 
• You pride yourself on your communication skills, including customer facing verbal, written, and presentation ability
• You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions

BONUS SKILLS:

• Domain knowledge or expertise in legal management, legal operations or legal service delivery
• Experience with Salesforce, JIRA or other account management and development software 
• Managed a geographically distributed team

BENEFITS & PERKS

At Brightflag, your work makes a real difference, your contribution is seen and your work is valued. We value growth & would love for you to join & later on find new passions here at Brightflag!

• Competitive salary and equity in a fast-growing start-up   
• Flexible work location across Ireland
• 25 days holidays   
• Comprehensive health insurance with Irish Life   
• Educational Assistance policy (incl study leave) to support your development 
• Reading is important, therefore we offer an outstanding Book Worm Scheme benefit   
• Wellness Programs and a focus on Work Life balance 

ABOUT BRIGHTFLAG

Hello, we're Brightflag - one of the fastest growing tech-startups in the legal world. We've recently announced the completion of a$28 million growth equity investment to continue our mission to transform legal spend management. We're achieving this by combining AI, Machine Learning and a range of technologies to deliver a data driven, legal spend management platform. 

Our SaaS platform intelligently allows our customers to analyse legal bills, drive cost savings and automate time intensive processes. It also extracts insights, used to make data-driven decisions at every step of the legal spend lifecycle. Customers include Uber; Telstra, Australia's largest telecommunications company; and Rimini Street, the multinational enterprise software support company.  You can learn more about Brightflag Here

At Brightflag, we are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

BENEFITS:

• Competitive salary, with great onsite benefits including canteen with all meals, drinks and snacks included.
• Healthcare contribution and inclusion in company pension scheme
• Work laptop and phone
• State of the art modern offices
• 25 days annual leave (pro-rata) plus paid bank holidays
• Expanding workforce with potential for career progression for top performers
• Working with a company that will make your CV stand out.

BENEFITS:

• Competitive salary, with great onsite benefits including canteen with all meals, drinks and snacks included.
• Healthcare contribution and inclusion in company pension scheme
• Work laptop and phone
• State of the art modern offices
• 25 days annual leave (pro-rata) plus paid bank holidays
• Expanding workforce with potential for career progression for top performers
• Working with a company that will make your CV stand out.

As an IT Support Specialist you will collaborate with Square employees to quickly resolve any technical issue that interrupts their day. We are looking for a creative and quick thinker who understands that while you may not always know the answer to a question, you know how to find it. You have experience working on a phone/chat based technical support desk or at a walk up support station. 

You will:

• Answer questions and provide support for Square employees in person (later in 2021) and online (via email, Slack, and tickets).
• Image Mac, Windows, and Linux computers and configure these computers for Square employees
• Be hyper responsive to our Customer Success team when they encounter an issue
• Perform small project based work to improve IT and Square systems 
• Showcase your knowledge by training other employees on new applications, hardware, and more!

You have:

• A drive to assist customers and solve their technical problems. 
• End-user support experience for MacOS or Windows 
• Problem solving and intuitive troubleshooting skills
• A strong understanding of connecting computers to networks especially over wifi and VPN
• Ability to lift 50 lbs computer equipment and hardware, climb ladders and use hand tools where necessary
• Experience in Gsuite Administration
• Ability to work some weekend days 
• 1-2 years work experience in a technical support or helpdesk environment 

Even Better:

• VOIP administration experience, especially with Amazon Connect
• Experience troubleshooting Chrome OS
• Experience building Windows images
• Command-line Unix experience
• You’ve used Atlassian products before, especially JIRA
• Being a serious A/V geek!
• Previous experience with Salesforce Service Cloud
• You have a history of expanding your knowledge via technical training and certification.

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources