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Field + Level 2 Service Desk Engineer
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Job Title:Field + Level 2 Service Desk Engineer We are currently seeking enthusiastic IT Field Engineer Level 2+ that wants to forge an IT career with no upper limit. This position is an opportunity for someone to grow and develop their IT skills in an environment that values, and rewards with continuous learning. The role requires a blend of technical expertise, problem-solving skills, and the ability to communicate complex information clearly. Field Engineers Level 2+ engage with customers to provide installation, migration, they handle installations. The ideal candidate will have strong technical skills & excellent customer communication skills relevant IT support experience working in a similar MSP role. You will play a critical role in maintaining and supporting the technology infrastructure of our clients, within agreed SLA response times and by a combination of both service desk and on-site support. The IT Field Engineer Level 2+ will be researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. We are looking for someone who can take ownership of customer issues reported and see problems through to resolution. Essential Duties and Responsibilities: Installation and Configuration: Install and configure computer hardware, software, networks, printers, and scanners. Set up workstations with necessary peripheral devices (routers, printers, etc.). Maintenance and Repair: Perform regular maintenance to ensure systems operate efficiently. Troubleshoot and repair hardware and software issues. Replace defective hardware components when necessary. Technical Support: Provide on-site and remote technical support for users. Respond to service requests and issues in a timely manner and within agreed SLA response times. Assist with IT-related queries and offer user training. Network Management: Install, configure, and maintain network infrastructure (routers, switches, firewalls, etc.). Terminate data points and patch panels when necessary and test structured cabling. Always ensure network security and connectivity. Monitor network performance and troubleshoot issues using tools like Wireshark, Ping, Trace Route. Documentation and Reporting: Maintain accurate records of installations, repairs, and maintenance activities in Autotask and IT Glue. Enter all work as service tickets into Ticketing System Document technical procedures and guidelines where necessary. Provide regular updates on service activities and issues resolved. Communication Communicate effectively with clients to understand their technical needs and issues. Improve customer service, perception, and satisfaction Provide timely updates to clients regarding the status of their service requests. Ensure high levels of customer satisfaction by delivering quality service. Communicate effectively, clearly and in a timely manner with your colleagues. Escalate service requests that cannot be scheduled within agreed service levels Project Involvement: Participate in IT projects, including system upgrades, migrations, and implementations. Assist Professional Services with the planning and execution of IT projects. Ensure your assigned project task timelines and deliverables are met. Compliance and Safety: Adhere to company policies and procedures including IT security protocols. Follow health and safety guidelines while working on-site. Ensure compliance with relevant industry standards and regulations. Do not create an unsafe environment or health and safety risks on a clients site. Continual Improvement: Stay updated with the latest technology trends and advancements. Pursue professional development opportunities and certifications. Renew current IT certifications. Recommend improvements to enhance service delivery and efficiency. Knowledge, Skills, and/or Abilities Required: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Technical Skills: Proficiency in hardware and software troubleshooting. Strong knowledge of network protocols and configurations. Familiarity with operating systems (Windows, macOS, Linux). Experience with virtualization technologies. Soft Skills: Strong problem-solving abilities. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organisational skills and attention to detail. Certifications: Full clean driving license (Category B) CompTIA A+, Network+, Security+. Microsoft Certified: MS 900 + AZ900 Windows Server/Azure Administration/365 Administration Cisco Certified Network Associate (CCNA). Job Details: Company: Evad Technology Group Job Location: Customer sites in Ireland and head office Unit 3, Robinhood Road, Dublin 22HE17. Start date: ASAP Contract type: Full-time Temporary progression to permanent after 1-year successful completion of this temporary contract Career level: 5 years + experience Salary: BASED ON EXPERIENCE 20 days annual holiday pro rata per annum Ongoing development from an experienced team member/ manager Excellent opportunities for career progression Normal working hours: 8.45am-5.30pm Monday-Friday (plus Overtime / Out of Hours occasionally if required) You may be required to change these working times on a shift basis between 8am and 6pm as requested by the company assuming reasonable notice is given.
