Technical Support Engineer
4 weeks ago
Technical Support Engineer â Level 3
Our client are looking for a Level 3 Support Engineer with MSP/multi-site experience. This position can be based in the companies Galway or Naas site, and hybrid is available to the right candidate. The successful candidate will Manage all Incidents and service requests requiring 3rd level support within SLA
Responsibilities:
·      Log Incidents and Requests accurately in the PSA Tool (Autotask + Datto RMM)
·      Resolve technical problems with software applications or network systems
·      Provide advice and guidance to 1st and 2nd line Service Desk Support Staff
·      Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
·      Create new/update existing Knowledge Articles within documentation platform (IT Glue)
·      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:
·      3+ years in a similar role
·      MSP or multi-site support experience is a must
·      Excellent troubleshooting skills and must be able to demonstrate by way of example - SonicWall Firewalls, Veeam and Servers/Hyper-V
·      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 organisation.
·      A flexible, can-do attitude
·      Customer facing role and the individual must be customer centric
·      IT qualification Diploma/Degree
·      MCP qualifications are required
·      CCNA or SonicWall Certification
·      Previous role/experience working as part of a team
Essential Technical Skills:
·      M365 experience
·      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
·      troubleshooting of Backup Issues
·      CCNA
#LI-NC1
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