Technical Support Engineer - Level 3

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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