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Job Title

Service Desk – Level 3 Support Engineer – MSP experience 5493

Job Ref No

5493

Salary

€50,000-55,000

Start Date

ASAP

Contract

Permanent

Location

Dublin

Jobs Dublin

If you are looking at jobs Dublin, we have a great full time role for a Service Desk Support Engineer . This is a Level 3 Support Engineer with MSP experience. This role is in Dublin but offers hybrid working.  4 days per week onsite – 1 day per week work from home. The salary is €50,000-55,000
There is an on call rota – €320 plus any time worked is paid at 1.5 times. 1 in 6 weeks.

Responsibilities:

Manage all Incidents and service requests requiring 3rd level support within SLA
Log Incidents and Requests accurately in the PSA Tool (Autotask)
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 (ITGlue)
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 in as far possible
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

Needed for this role:

Firstly, 3+ years in a similar role
Most importantly, MSP experience is a must!
Excellent Trouble Shooting skills and must be able to demonstrate by way of example – Firewalls, Veeam and servers/VMWare
Fluent English and excellent written, verbal communication skills with attention to detail
Likewise, must have the able to think through, communicate and present information effectively to all levels within the company.
Also, have a flexible, can-do attitude
Customer facing role and the individual must be customer centric
IT qualification Diploma/Degree
Furthermore, MCP qualifications are required
CCNA
Lastly, previous role / experience working as part of a team

Essential Technical Skills:

Firstly, M365 experience and advanced troubleshooting and problem solving skills
Secondly, Technical Documentation experience
Likewise, experience using Remote Monitoring and Management tools
Active Directory and Office 365 Administration
Also, networking skills to include router and switches
Excellent Server skills and Firewall Technology
Trouble shooting of Backup Issues
Lastly, CCNA

Benefits:

Firstly,  20 days holidays
Secondly, phone and laptop
Home working setup including a broadband allowance

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