Level 2 Engineer Gorey

  • Job Ref: 4896
  • Location: Gorey, Ireland
  • Type: Permanent

Overview

 

Duties

  1. Provide support to our existing customer base remotely
  2. Ensure that customer expectations are met or exceeded.
  3. Work on scheduled calls as assigned by the Service Desk Lead in the time allocated.
  4. Provide call back support for overflow calls during busy periods.
  5. Perform on-site and remote system health checks and new site survey’s when scheduled.
  6. Assist in the provision of root cause analysis and problem resolution on issues to ensure that incidents do not repeat.
  7. Participate in client meetings to update on service issues and provide a technical roadmap to clients.
  8. Provide detailed technical knowledge, particularly in relation to infrastructure, email, virtualisation and cloud technologies.
  9. Generate technical documentation, e.g. client-specific best practice guides.
  10. Provide advanced support of Client issues across the full range of implemented technologies
  11. Provide mentoring to more junior team members and assist them in their development through imparting knowledge and answering queries

 

Responsibilities

  1. Familiarise yourself and become proficient in the use of the ConnectWise PSA system
  2. Update and maintain all customer site documentation and configuration information in ConnectWise
  3. Maintain the ConnectWise customer information database with all customer site documentation
  4. Be professional, polite, courteous and clear when dealing with customers via telephone and email

 

Competencies (Technical and Behavioural)

Technical

  1. Minimum of three years’ experience working in similar role
  2. Experience with Office 365 Migrations
  3. Excellent technical knowledge of server hardware and Microsoft Server operating systems
  4. Have good technical understanding of networking technologies
  5. Microsoft MCSA certification, Cisco CCNA certification and Meraki CNMA certification a distinct advantage
  6. Knowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM,).
  7. Knowledge of Hyper-V or competing virtualization platform
  8. Knowledge of Azure and other cloud platforms

 

Behavioural

The role requires the following set of behavioural competencies:

  1. Have a deep interest in Technology.
  2. Have an ability to work on own initiative and as part of a team
  3. Ability to learn quickly new technologies
  4. Have experience of working under pressure and excellent problem-solving skills
  5. Undertake projects as assigned by team lead and management
  6. Be professional, polite, courteous and clear when dealing with customers via telephone and email
  7. Through continued education and examinations become a more valued team member with a broader range of skills

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers