eXPD8

About eXPD8

IT Level 2 Support-Desk Engineer Company Overview: Privately owned and operated Irish software and services company providing innovative technologies used by legal firms, accountants and professional services. Background to the role: The company are currently going through a significant period of growth and looking to add a level 2 support engineer to their busy support team. Job summary and purpose: You will be required to diagnose and resolve level 2 support issues by phone, email & using our remote login software within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills. You may be required to attend onsite to resolve issues or conduct installations Analyse customer problems and formulate plans of resolution. Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. Assist in evaluating new services, processes and technologies introduced at the helpdesk. Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements Work with departmental staff to promote, develop, and maintain high standards of customer service. Escalate unresolved issues to relevant support levels. Participate in developing and implementing maintenance programs The ideal candidate: Target driven to achieve outlined objectives At least 1 to 1.5 years’ proven Level 2 experience within a helpdesk role Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services to ensure tickets are dealt with in a timely manner. Able to quickly build rapport with customers, colleagues and management Candidates should have a high level of motivation and focus on their daily tasks Candidates are encouraged to seek out opportunities within the business Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s Demonstrate IT competencies in the following areas; Microsoft desktop software and applications, Backup & recovery technology (local/cloud) Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy), MFA and security infrastructure Hardware (PCs, laptops, printers/scanners, mobile devices, VOIP, WIFI, Dictation devices, Routers, Switches), AV/Anti-Spam/Filtering Software Expertise desirable but not essential in: ConnectWise Automate or another RMM tool Windows server backup/ StorageCraft VoIP system with Cisco/Yealink phones ConnectWise or another management tool AV systems (Symantec / ESET) Ubiquiti Wi-Fi SonicWALL systems PowerShell Scripting for Automation of problem solving

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Company Info

Legal Form: Ltd

Company Type: Private

Company Size: 1001 - 5000

Revenue: 5 - 25 million (USD)

Job Ad Metrics

Job Ads found: 377

Job Ads per Month: 10.8

Hiring Locations: 39

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