Level 2 Support Engineer – Kaseya Tool – MSP

Dublin

40,000 – 45,000 Euro
Hybrid working – 3 days per week onsite

Responsibilities:

• Manage all Incidents and service requests requiring 2nd 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 Service Desk/L1 Support Staff
• Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
• Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
• Escalate incidents to higher level when unable to resolve
• 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

Requirements:

• 2+ years in a similar role – MSP Advantageous
• Excellent Trouble Shooting skills and must be able to demonstrate by way of example
• 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
• IT qualification Diploma/Degree
• Microsoft Certifications desirable

Technical Skills :

• Active Directory Administration
• Office 365 Administration
• Networking skills to include router and switches
• Excellent Desktop skills
• Firewall Technology
• Trouble shooting of Backup Issues
• Experience with Kaseya or other RMM tools is an advantage

Excellent Benefits:

• Hybrid working 2 days per week working from home
• 24 days holiday + BH
• 1.5% Pension
• Social Club
• Corporate career path – structured progression