Level 3 Support Engineer

Level 3 Support Engineer

Role:
Our client is one of Ireland’s leading independent ICT solutions and Managed Services Provider. They
are currently recruiting a Level 3 Support Engineer to join the team

Responsibilities:
-Manage all Incidents and service requests requiring 3rd level support within SLA
-Log Incidents and Requests accurately in the PSA Tool (Autotask)
-Resolve technical problems with software applications or network systems
-Provide advice and guidance to Service Desk Support Staff
-Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
-Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
-Escalate incidents to higher level when unable to resolve
-Create new/update existing Knowledge Articles within documentation platform (ITGlue)
-Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
-Always consider the experience of the end user and strive to make every contact with the
-Service Desk a positive experience in as far possible
-Must be a self-starter capable of working on one’s own initiative.
-Working as part of a team, to drive service and support excellence

Requirements:
-2+ years of experience as a L3 Support Engineer
-Excellent Trouble Shooting skills and must be able to demonstrate by way of example
-Fluent English and excellent written, verbal communication skills with attention to detail
-Able to think through, communicate and present information effectively to all levels within the
organization
-A flexible, can-do attitude
-Customer facing role and the individual must be customer centric
-IT qualification Diploma/Degree
-MCP qualifications are required
-Previous role / experience working as part of a team

Nice to Have(s):
-M365 experience essential
-Advanced troubleshooting and problem-solving skills
-Technical Documentation experience
-Experience using Remote Monitoring and Management tools
-Active Directory Administration
-Office 365 Administration
-Networking skills to include router and switches
-Excellent Server skills
-Firewall Technology
-Trouble shooting of Backup Issues

Language (s):
-Strong level of English – written and spoken

Reference No.: 920967EK
Role: Level 3 Support Engineer
Industry: Information Technology & Services
Location: Grange of Mallusk, Northern Ireland
Workload: 100%
Start Date: ASAP
Job Type: Full time

Should you find yourself suitable for this position then please send us your complete CV using the link in this advert. If the position is not a perfect match and you wish to receive other opportunities directly, you can send us your CV anyway via this advert or to jobs[at]itcag[dot]com. Feel free to contact us for further information: 01 901 0332
About Us:
Since the foundation of our parent company – ITech Consult AG in 1997, we have continually extended our network of computer experts. ITech Consult has offices in Switzerland, Germany, UK and Ireland. Freelance IT specialists benefit from our comprehensive service offerings: including job evaluation, support in the application phase through to legal requirements, setting up of Irish Ltd Companies and on-going administrative support with our clients.