Job description
We are Microminder, for over 40 years we have been delivering managed IT services to over 2000+ clients throughout the UK and Republic of Ireland. We have a strong presence as a market leader in our specialist field.
We are looking for experienced, high calibre and well presented experienced Field Service Engineer in Dublin.
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Field Engineer plays an important role in making sure that happens.
The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can't handle as well as any projects that require on-site implementation.
When help is needed the Field Engineer can turn to the Service Delivery Manager for guidance and support.
Job specifics
* Providing a first point of contact for customers through our helpdesk, be it via phone, email or ticket
* Delight our Clients with a Friendly, Quick and Helpful Experience
* Provide the Client with remote troubleshooting when not on site
* Perform maintenance callouts
* Carry out onsite installations
* Perform site surveys
* Available at least 1 Saturday per month of any possible callout/installations
* Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
* Managing and recording all work though our Ticketing System
* Make sure that Client Documentation is well maintained
* Split tickets that have several issues into their own individual ticket
* Make sure that tickets aren't "stale" throughout the process
Project work
From time to time the projects team will need additional resource to help deliver projects. When opportunities arise the Helpdesk Technician may be required to help with project delivery
Communication & reporting
* Escalate tickets that require Senior Helpdesk Engineer support
* Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
* Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Team work
* Follow the schedule provided by the Service Delivery Manager or Service Coordinator
* Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
* Identify opportunities for improvement and make constructive suggestions for change
* Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
Essential to have
* A love of (and ability to) Solve Problems & Challenges
* Great Communications skills, founded in being a good listener
* Advanced understanding of configuring supporting and troubleshooting windows server operating systems
* Good understanding of Active Directory, DHCP, DNS, Group Policies and File / Print Services.
* Advanced understanding of configuring, supporting and troubleshooting windows desktop operating systems
* Good understanding of networks
* Advanced understanding of IT Hardware and remote installations
* Experience of working with the Microsoft 365 Platform
* Knowledge of VoIP telephony
* Experience in providing support via remote tools
* Advanced understanding of computer hardware and business applications
* Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
* Advanced experience and understanding of structured cabling (tidy cable management is a must)
* Understanding of installing and maintaining networking and VoIP equipment
* Advanced experience and knowledge of working with the Microsoft 365 Platform
* Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
* Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
* The ability to keep up with & adapt to the fast-paced IT world
* Full Clean UK driving licence
* No criminal convictions
* The ability to keep up with & adapt to the fast-paced IT world
Nice to have
* Experience in healthcare IT
* Experience of Digital X-Ray systems
* Experience using of Microsoft Azure
* Experience of using Datto PSA and RMM
* Experience of using Shadow Protect backup solutions
* Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Benefits
* 20 days holiday
* Company Van
* Pension
* Mobile Phone
* Laptop
* VoIP Phone
Career growth
For someone looking to progress their role, the Field Engineer naturally leads into roles such as the Team Leaders, Support Manager, Service Delivery Manager or CTO
Job Type: Full-time
Job Type: Full-time
Pay: €40,000.00-€45,000.00 per year
Experience:
* Technical support: 3 years (preferred)
Work authorisation:
* Ireland (required)
Willingness to travel:
* 75% (preferred)
Work Location: On the road