OverviewViatel Technology Group is a complete Digital Services provider. We provide fully managed security, networking, cloud and communications services to servicing a wide range of clients across a variety of business sectors. Our Culture ensures a work environment where everyone can contribute equally and reach their full potential. Our System Services Team are tasked with providing first-class support and consultation services for our tier-1 customers helping said achieve their full ICT potential through the power of technology. We are seeking an individual to join this team, an individual who is highly motivated with a demonstrated ability to work on a variety of technologies, across a wide spectrum of customers, as well as learning new skills and procedures along the way. Our Values• Customers Love our Service• Excellence is our Mantra• Trust is our Force Multiplier• We Care DeeplyThe Role: We are seeking a highly motivated IT Support Engineer (Tier 3) to join the Support Desk. The ideal candidate will be responsible for providing excellent technical support to end-users. This role serves as the highest escalation point within the support desk structure, so will be expected to collaborate with colleagues from across the organisation, and third-party vendors to drive resolution and maintain the customer experience. This role is responsible for resolving complex technical issues, owning system-level knowledge, and ensuring the stability and performance of customers IT environments. This role is perfect for either those engineers looking to take the next step in their technically journey or those that are looking to challenge themselves in areas and technologies they may have not been exposed to before.Work Type:You are eligible to work on a fixed hybrid & remote working basis (remote days to be agreed in advance with your Manager) This means you will be expected to spend 50% of time in the Dublin, Parkwest Hub. This is expected to be a minimum of 8 days per month.Responsibilities:• Provide prompt and professional technical support to end-users via telephone, email, and other communication channels.• Resolve complex technical issues that could not be resolved by Tier 1 or Tier 2 Support Desk Engineers• Escalate unresolved issues to appropriate teams while ensuring timely follow-up and closure.• Analyse system logs and identify potential issues before they impact end-users.• Document all support interactions in detail and maintain accurate records of all service requests.• Continuously evaluate and improve support processes to ensure a high level of customer satisfaction. • Provide training and assistance to Tier 1 and Tier 2 Support Desk Engineers as needed.• Collaborate with other teams to develop and implement effective technical solutions.Requirements:• 3rd level qualification in an IT related discipline, or equivalent experience in a related field• Minimum of 3 years' experience in a technical support role• Excellent troubleshooting skills and attention to detail.• Willingness to travel when required for business reasons.• Strong diagnostic and analytical skills across hardware, software, and cloud platforms.• Strong communication and interpersonal skills with the ability to explain technical concepts to non-technical users.• Advanced knowledge of operating systems, networking, and cloud-based services. Including Microsoft Azure, M365, VMware, Hyper-V and networking technologies• Familiarity with ITIL best practices and experience working in a ticketing system.• Ability to work independently and within a team environment.• Willingness to learn and adapt to new technologies and solutions.• IT industry certifications (such as Microsoft, CompTIA A+, Network+, or Security+) are a plus. If you are a detail-oriented, customer-focused technical expert with a passion for providing excellent support, we encourage you to apply for this exciting Tier 3 IT Support Engineer opportunity.Perks:• Competitive compensation package• Private Health Insurance• 23 days annual leave + service days• Training & Development• Health, Wellness & Employee Assistance Program• Flexible hours• Income Protection• Death in service• Maternity/Paternity PayThis job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.