Service Desk Engineer

Overview

Roles and responsibilities

Service Desk

  • Identifying, troubleshooting and resolving client-side technical problems of moderate to high level complexity.
  • Resolve solutions outside of comfort zone using online resources and team lead assistance.
  • Contribute technical content and departmental procedures to the Service Desk knowledge base.
  • Trouble shooting Hardware, Software, Networking, DNS, Virtualisation, Office 365. SharePoint and Microsoft Dynamics.

Network Admin

Understand our customer’s ICT infrastructure, business systems, information and security requirements.

  • Evaluate network performance, availability & utilisation, implementing alerting, features and reporting in our RMM tool where applicable.
  • Maintain network performance by performing network monitoring and analysis, troubleshooting network problems; escalating problems to vendor.
  • Secure customers network by ensuring patching and AV standards are in place recommending audits where appropriate. Monitoring via RMM & maintaining documentation.
  • Influence user behaviour to reduce security risks providing references and support.
  • Perform minor upgrades conferring with vendors; developing, testing, evaluating, and installing enhancements. Refer opportunities for project work to the internal account manager.
  • Be cost aware and keep the best interest of the customer in mind always.

 

  • Maintain relevant knowledge levels to ensure modern technology and opportunities can be identified to enhance the customer’s IT operations.
  • Protect the organisation by keeping information confidential.
  • Accomplish organisational goals by accepting ownership for and accomplishing new and varied requests.

 

Professional Services

Onsite installation of SonicWALL Firewalls and hardening of devices and implementation of security Services

  • Set up and configuration of HP ProLiant servers
  • • Hyper V Virtualisation
  • • Microsoft Office 365 solutions
  • • Microsoft Enterprise Mobility and Security deployment
  • • Microsoft OneDrive and SharePoint implementations

 

Overall

  • Participate in process improvement opportunities
  • Deliver customer satisfaction by providing a professional service and swift and accurate resolution to all customer issues via remote sessions or onsite.
  • • Participate in rotating "on call" schedule with other members of the team.

 

Character

  • • Extraordinary interpersonal skills
  • • Ability to "read" the customer and modify behaviour/approach
  • • Must have excellent communication and customer service skills
  • • Logical thinker with excellent problem solving skills
  • • Adaptive to change and able to manage stress
  • Able to multi-task across several open cases and manage and prioritise own time
  • • Innate aptitude for troubleshooting and fault-finding
  • • Ability to adhere to strict process and procedures
  • • Not 9 to 5

 

Technical Skills

  • • Excellent understanding of switching, firewalls and routing

 

  • • Practical understanding of Core TCP/IP networking and networking protocols
  • • Good understanding of DNS
  • Excellent knowledge of Microsoft Windows 2012 and 2016 Server, Active Directory
  • Experience with Microsoft Exchange and/ or O365/M365
  • • Knowledge of network security

 

Other

  • 2 to 3 years’ experience in a diverse technology and customer service-focused role
  • • Relevant 3rd level qualification desirable
  • Clean licence and own transport is required

Benefits

  • Salary depending on experience
  • • Private Health
  • • Expenses including mileage

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