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IT Support Engineer Level 2
1 month ago
PFH Technology are currently looking for an experienced L2 IT Support Engineer to join our team in Dublin. Objective: Provide hands on end user support, administration, installation and issue resolution for onsite for our client. Contract: Permanent Location: Fully onsite, Dublin 1 Prerequisites: ITIL V4, Microsoft Certifications including MS 900 Skills/Requirements 1. Technical Skills Operating Systems: Advanced knowledge of various operating systems like Windows, macOS, and Linux. Installing, configuring, and troubleshooting OS-related issues. Knowledge of Active Directory (AD), Group Policies, and domain-related issues (for Windows environments). Network Troubleshooting: In-depth understanding of networking concepts such as DNS, DHCP, TCP/IP, subnetting, VLANs, and firewalls. Diagnosing and resolving issues related to routers, switches, firewalls, and VPNs. Monitoring and maintaining network performance. Hardware and Software Troubleshooting: Ability to diagnose hardware failures (laptops, desktops, servers). Knowledge of software deployment, updates, and patch management. Virtualization: Familiarity with virtualization platforms like VMware, Hyper-V, or VirtualBox. Cloud Technologies: Understanding cloud platforms (AWS, Azure, Google Cloud) and managing cloud services like virtual machines, storage, and cloud backups. Scripting and Automation: Basic scripting knowledge (PowerShell, Bash, Python) for automating routine tasks and troubleshooting complex issues. 2. Advanced Troubleshooting and Problem Solving Root Cause Analysis: Ability to perform deep dives into issues to identify root causes rather than simply resolving symptoms. Log Analysis: Reading and interpreting system and network logs to diagnose and resolve technical issues. System Performance Tuning: Diagnosing performance bottlenecks in hardware, applications, and networks, and suggesting improvements. Incident Management: Following standard ITIL (Information Technology Infrastructure Library) practices for incident escalation, documentation, and resolution. 3. Communication Skills Customer Service: Communicating complex technical information in a user-friendly way to non-technical staff or clients. Collaboration: Working effectively with Level 1 (frontline) support teams, and escalating issues to Level 3 or specialized support teams when necessary. Documentation: Creating and updating technical documentation, including knowledge base articles and standard operating procedures (SOPs). Ticket Management: Using ticketing systems (e.g., Jira, ServiceNow, Zendesk) to manage and resolve technical support requests. 4. Security Awareness Cybersecurity Knowledge: Awareness of security best practices, threat mitigation, and basic concepts like encryption, VPNs, multi-factor authentication (MFA), and firewalls. Endpoint Security: Ensuring that workstations, laptops, and mobile devices are secured against potential threats. Backup and Disaster Recovery: Familiarity with backup solutions, disaster recovery planning, and ensuring data integrity. 5. Database Management Basic SQL Knowledge: Understanding of databases and SQL queries for troubleshooting database-related issues or working with database administrators (DBAs). Backup and Restore: Ability to perform basic database backups and restore operations in case of failure. 6. Project Support Support for IT Projects: Participating in IT projects such as software rollouts, infrastructure upgrades, or migrations. Change Management: Understanding change control processes and ensuring that system changes are well-documented and implemented according to organizational policies. 7. Remote Support Tools Remote Troubleshooting: Proficiency with tools like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP) for assisting users remotely. Monitoring Tools: Familiarity with network and system monitoring tools (e.g., Nagios, SolarWinds, PRTG) to proactively identify issues. 8. Time Management and Prioritization Task Prioritization: Ability to prioritize tasks based on the severity and impact of technical issues. Multitasking: Managing multiple incidents or service requests at the same time while ensuring timely resolution. 9. Vendor and Third-Party Support Vendor Management: Liaising with third-party vendors for escalated technical issues related to specific hardware or software products. Warranty and RMA (Return Merchandise Authorization) Management: Handling warranty claims and equipment replacements through vendor support. 10. Certifications: Essential Microsoft Certifications: (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified). ITIL Foundation V4: For understanding IT service management (ITSM) processes. Optional but Beneficial CompTIA Network+, CompTIA Security+ for networking and security fundamentals. Cisco Certifications: (e.g., CCNA for networking fundamentals). Education Third Level Education Qualification is preferable. PFH Technology, owned by Ricoh a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. Skills: ITIL V 4 Hardware Support Security Microsoft VMWare
