Overview:
Viatel 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 Deeply
The Role:
This position is responsible for supporting our tier 1 customers by deploying, maintaining, and protecting the essential technology systems within their organization. The goal is to keep business operations running smoothly, securely, and efficiently, while making sure that technology solutions are in line with overall business strategies.
The role includes ensuring compliance with SLAs, communicating clearly and effectively, and collaborating with other departments and teams to provide our customers with secure, reliable, and continuous operations.
Place of work:
This role can be fulfilled from one of 2 hubs:
* Castletroy, Limerick
OR
* Parkwest, Dublin
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 Limerick Hub/Dublin Hub. This is expected to be a minimum of 8 days per month.
Key Responsibilities:
* Provide 3rd / 4th level support to tier 1 customers.
* Provide escalation support to wider support team, including OOH support.
* Provide scheduled and ad-hoc consultation services to in-house ICT staff and management.
* Work with customers and the sales team to develop ICT roadmaps and capacity planning.
* Provide regular scheduled consultation services (infrastructure, Data Protection, Disaster Recovery, Security, etc) to key clients as contracted.
* Provide Infrastructure management and maintenance in line with industry best practices for tier 1 customers.
* Ensure highest level of customer service while ensuring a consistent level quality.
* Aid in the delivery of reports and sales proposals when required.
* Act as the conduit between the Customer Experience Manager, Head of Managed Services and the Enterprise Service Desk.
* Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
* Oversee development and dissemination of customer runbooks and the IT Glue knowledge base.
* Comply, maintain and promote information security in Viatel.
* Assist in evaluating new technologies, services and processes to meet business/customer objectives.
* Maintain certification of existing and emerging technologies and evaluate the potential application for customer environments.
Qualifications and Experience:
* Minimum of 5 years experience in a similar role.
* Relevant experience and/or certification in:
oCloud Services (Essential)
Microsoft Azure
* IaaS
* PaaS (AKS/AVD/SQL)
* Security
Microsoft 365
* SharePoint/Teams
* Intune/Endpoint Manager
* Entra ID (PIM,CA,SSO)
oVirtualisation (Desirable)
* VMware vSphere, vCenter, vSAN, VXRail
* Hyper-V, VMM, S2D
* Nutanix
* SimpliVity
oInfrastructure (Desirable)
* Dell Technologies (servers, storage, networking, hyper-converged)
* Palo Alto
* FortiGate
* SonicWALL
* Sophos SG/XG
* Windows Server
* Linux RHEL/Ubuntu/CentOS/Debian
* SQL Server
oData Protection (Desirable)
* Azure Backup/DPM
* Azure Site Recovery
* Commvault
* Veeam
oManagement and Monitoring (Desirable)
* LogicMonitor
* ConnectWise RMM
* ConnectWise Manage
oExcellent customer facing skills.
oExcellent writing skills.
oExcellent analytical / problem solving skills.
oITIL Certified or relevant experience.
oSelf-motivated and enthusiastic.
oAbility to work as part of a team or on an individual basis.
oGood organisational skills and strong attention to detail.
Our Benefits:
* 24 days annual leave
* Health insurance contribution
* Pension (company matched up to 5%)
* Cycle to work
* Discounted Broadband
* Income protection
* Maternity/Paternity Benefit
* Flexi Days during summer months
This 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.