Level 2 Service Desk Engineer

Job Description

Job Title: Level 2 Service Desk Engineer
 

Permanent: Eastpoint , Dublin (Fully Onsite)
 

Overview of Role
 

The primary duty of this role is to provide IT support services to one of our clients Enterprise Accounts. You will be based primarily in client office located in Eastpoint. This is an excellent opportunity for a 2nd line Support Engineer who should have outstanding customer service, communication and interpersonal skills. The successful candidate will be someone who can act as the 'Face of IT" to external customers.
 

Key Role Responsibilities
 

·         Representing Company to the client and providing an excellent service at all times.
 

·         Receiving, prioritising, documenting and actively resolving incidents and requests from the client in a timely manner. (SLA bound)
 

·         Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly, professionally and are satisfactorily concluded
 

·         Highlight any anomalies on our customer site raising a service ticket and escalate using the correct escalation procedures.
 

·         Providing excellent remote and desktop support to users
 

·         You will follow agreed processes and ensure your tickets are regularly updated
 

·         Talking with clients on the telephone, working in a busy and sometimes highly pressurised environment
 

·         The ability to prioritise client demands, knowing when to escalate
 

·         Dealing with the escalation of issues from the client and being able to multi-task
 

·         Excellent Communication skills and a professional manner
 

·         Excellent customer service, knowing when to go above and beyond
 

·         There will be a requirement to work on the client site from time to time as part of this role. (Dublin)
 

Education, Qualifications and Skills Required Technical Knowledge/Experience
 

·         Previous experience in a similar support role (Level 2 Engineer, Systems Administrator)
 

·         A good knowledge of and experience working with Microsoft environments including:
 

Ø  Management of M365(supporting Teams, Exchange, One Drive etc.)
 

Ø  Management of MFA  Supporting and setting up Mobile Devices (MDM)
 

Ø  Good understanding and working knowledge of Microsoft Active Directory, Domain Controllers, group policies, DNS
 

Ø  Good understanding of backup and restoration methods
 

Ø  Windows 10 configuration, operation and management
 

Ø  Windows Server 2012/2016/2019 administration and maintenance
 

·         Any previous experience with the following desirable but not essential Virtualisation (VMWare or Hyper-V)
 

Ø  Citrix Support or Administration
 

Ø  Microsoft System Centre Suite (SCOM, SCCM. SCORCH)
 

Ø  Azure Administration/Configuration
 

• Professional certifications an advantage