We require a Level 2 Service Desk Engineer on a permanent basis. We are an Cloud-focused IT service provider located in Galway City. The ideal candidate would possess experience in a number of the following areas:
To provide 1st line technical support; answering support queries via phone, email and chat services.
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with IT support staff to obtain technical knowledge and to permanently solve chronic problems.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Resolve a high percentage of calls at first point of contact through the use of the knowledge base and raise incidents/tickets to escalate problems to second level support areas as appropriate.
To take ownership of user problems and be proactive when dealing with user issues.
Knowledge retention – actively participate in the documentation of technical procedures.
Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Follow defined staffing schedule.
Ensure all the KPI’s are met through following standard processes and procedures.
2/3+ years experience in IT Support
Strong troubleshooting skills
Office 365, Exchange, Active Directory, Backup, Infrastructure
Microsoft OS Windows 7,8,10 & Server 2008/2012/2016
Virtualisation support experience, VMware, HyperV etc