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 a Graduate IT Helpdesk Support Engineer. The successful Engineer will join a leading company in the telecommunications sector based in West Dublin. The role will be worked Monday to Friday, 10am to 7.30pm and occasional Saturday morning work will be required that can be worked remotely in which time in Lieu will be given i.e. the following Monday off. This role is an excellent opportunity to gain experience in the Telecommunications sector and provides great career progression.

Key Responsibilities:

• Dealing with various technical issues - full training and support will be given onsite during onboarding.
• Provide Level 1 technical support of the key telecommunication equipment across the group to an agreed service level.
• Dealing with internet access issues.

Key Skills:

• Bachelor’s Degree in IT or relevant IT Certification.
• Strong work ethic and willingness to learn about new systems.

Overview:

If you can thrive in a fast-paced environment that manages to combine a culture of fun and camaraderie with a relentless focus on customer satisfaction, then we have the perfect job for you. As a Service Desk Analyst you will be expected to provide IT support services internally to Ergo and externally to client companies. We also want self-starters that bring personality and flare to the role.

Key Responsibilities:

• Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded
• Ensure strict adherence to SLAs when dealing with customer tickets/calls
• Installing, configuring and troubleshooting of IT related software and hardware
• Highlight any anomalies on our customer sites raising a service ticket and triggering escalation procedures
• Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions
• Perform routine day-to-day system security checks/backups and produce up-to-date status reports
• Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
• Work with other technical staff to ensure connectivity and compatibility between systems
• Record and maintain hardware and software inventories, site and/or server licensing, user access and security
• Provide occasional technical training to customers’ systems administrators and end users
• Maintain confidentiality with regards to the information being processed, stored or accessed
• Monitor remote managed service applications
• Fulfill ad hoc duties as required

Key Technologies:

• Microsoft Operating Systems
• Microsoft Applications
• Anti Virus/spyware/malware applications
• Networking – TCP/IP – Switching – Firewalling, etc.
• Industry Standard Troubleshooting Procedures

Education & Experience Required:

• IT qualifications desirable
• Appropriate level of competence in documented technical skills
• Industry standard accreditations desired – Microsoft, Cisco, Citrix and HP

• Citrix 
• Client Endpoints
• Office 365
• Microsoft Exchange
• Outlook
• Teams
• SharePoint
• OneNote
• OneDrive

• Troubleshooting skills 
• Analytical skills 
• Communication skills 
• Strong communication skills 
• Technical writing ability. 

Job Specification:

Our Client is looking for an IT Technical Support Engineer to join its IT Department. The Support Engineer will be responsible for providing 2nd line support to customers

The 2nd line support engineer will be part of a high performing service desk team. The role will require the engineer to perform "First call Resolution" whilst demonstrating excellent customer service and communication skills. The role requires the engineer to deal with escalations from our 1st line team, liaise with our 3rd line team and resolve high level tickets where possible, and will resolve incidents and service requests within the agreed customer SLA’s, escalating tickets to the 3rd line team where appropriate.

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Key Responsibilities:

• Log al

• l issues raised by phone/email/walk-up for end users

• Work to resolve all issues performing ‘First Call Resolution’ where possible using all resources available

• Provide regular updates to users

• Work with other IT Support teams to resolve issues

• Provide excellent customer service at all times

• Provide support to other staff members

• Escalate any calls you are unable to fix detailing any action already undertaken

• Respond in a positive way to any e-mail or phone logged call

• Provide clear and useful advice and status reports to clients as necessary

• Complete training requirements in allotted time

• Identify possible improvements

• Build relationships with IT teams

Key Requirements

• 3rd Level IT related degree desirable

• A+ and Network + desirable

• Understanding of ITIL framework

• Experience in adhering to KPIs

• Excellent communication skills with the ability to support clients remotely

• Ability to work independently or as part of a team to meet objectives.

• Flexible and willingness to adapt with business requirements.

• Takes a proactive approach to developing knowledge/skills, including developments concerning technology, end user devices and systems in general

• Excellent time management skills and ability to work under time pressure

• 3 years minimum technical support experience

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Key Technologies

• Windows Server administration

• Active Directory

• Exchange

• Office 365

• Citrix

• Veeam

• DPM

• Azure

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• Supporting customers by providing product and service information and resolving product and service problems.
• Establish QA processes making sure that the team is using industry-accepted best practices.
• Create detailed, comprehensive and well structured test plans and test cases.
• Identify, record, document thoroughly and track bugs.
• Develop and apply testing processes for new and existing products.
• Liaise with internal teams (development and product management) to identify system requirements.
• Track quality assurance metrics, like defect densities.
• Act as a key point of contact for all QA aspects of releases.

• 5+ years experience in software customer support
• Strong knowledge in Agile/Scrum development process
• Experience in writing clear, concise and comprehensive test plans and test cases
• BS in Computer Science, Engineering or related field
• Experience is customer support

• Troubleshoot Salesforce and partner tool issues and other technical problems encountered by users.
• Handle Salesforce access issues.
• Replicate problems and define root causes, using product designs, code, or specifications.
• Ability to craft solutions with engineering team and update workflows and code when necessary.
• Work with engineers to ensure launch details are captured communicated, and accessible.
• Collaborate with peripheral teams to troubleshoot complex technical issues and recommend feature requests.

• 4+ years' experience providing technical support for cloud applications and web technologies.
• Some Salesforce development knowledge.
• Strong customer support and analytical skills.
• Familiarity with software deployment.
• Strong documentation skills.

Providing technical support to the Customer Support team, R&D Engineering Team, External Suppliers and Customers

• Technican level - certificate or basic degree in Computer Science, Electronic and Software systems
• Must be able to understand and code in multiple languages: Javascript, Java, C, Python, SQL, C#
• Must have excellent diagnostic skills
• Must have experience with Linux OS, MacOS and Windows operating systems
• Must have very good communication skills and conflict management skills
• Must be able to work on own initiative
• Knowledge of embedded systems and Always-on Enterprise applications

• Investigate customer issues/queries that require a technical understanding of software, hardware and systems
• Liaise between the R&D team and first line customer support on issues requiring deep technical knowledge
• Provide training to first line customer support team on new features/functions
• Fix bugs
• Work with suppliers to address technical issues

1. Role Summary

1. Key Duties

• Effective diagnosis & troubleshooting of server hardware, desktops, laptops, printers and Microsoft desktop applications
• Installation and configuration of servers (physical and virtual). Desktops, laptops and infrastructure hardware
• Experience of endpoint management
• Active Directory users and computers management
• Multi-tasking various user issue's effectively and efficiently, while documenting troubleshooting and triage steps so other team members can follow if required
• Interaction with project teams to facilitate new systems and upgrades
• Be part of the on-call rota
• Apply information security in accordance with the established team policies, procedures and work instructions
• Adhere to all applicable compliance framework disciplines
• Maintain and develop professional skill set
• Foster strong working relationships with our customers

1. Skills and Experience

• 2-3+ years technical experience gained in a support environment, ideally in an MSP or similar
• Industry recognized professional technical qualifications
• Proven track record in support methodologies, e.g. ITIL.
• Sound problem analysis skills and an ability to manage and deliver under pressure
• In-depth knowledge of the full Microsoft stack including Microsoft365
• In-depth knowledge of supporting Virtual Desktop environments (desirable)
• Microsoft Active Directory, Group Policy & Exchange administration
• Knowledge of networking
• Windows Server Admin from 2012 to 2019
• Working knowledge of Azure, VMware ESXi & vSphere from 4.0 to 6.7 (desirable)

1. Competencies

• Enthusiasm, Drive and Initiative
• Good leadership skills
• The ability to work alone and within a team
• Ability to work to deadlines
• Must have clean, full EU driving license and be willing to travel