Technical Support Engineer

2 weeks ago


Galway, Ireland Cpl Healthcare Full time

Technical Support Engineer – Level 3 - Galway/Hybrid

Our client, a Galway based provider of IT Support Services are looking for a Level 3 Support Engineer to join their team and provide technical support to their customer base. This is a hybrid position with some travel to customer sites potentially required. The successful candidate will Manage all Incidents and service requests requiring escalated 3rd level support.

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

· 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:

·5+ years experience in a technical support based 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

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