Main purpose of role:
The L2 Service Desk/Field Based Engineer is responsible for resolving escalated service requests within defined SLA’s; identifying and implementing automation opportunities and areas for service delivery improvement; mentoring of and knowledge transfer to L1 Engineers and the scoping, design and architecting of technical solutions for client projects, along with the documentation of processes and systems, Statements of Work and project scope as required. The role is a critical part of the service delivery team and is responsible for working with the team to achieve departmental KPIs.
A full clean driving licence is essential as customer site visits will account for around 25% of the work carried out.
The prime responsibilities of this role are:
* Work closely with Service Delivery Lead/Manager, Operations Manager and other engineers to provide technical support to end users.
* To support other engineers’ technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
* Work closely with the Commercial team to develop, design, and recommend technical solutions for clients.
* Recommend and present processes and technical improvements and automations to the business.
* To prioritise and manage many open cases at one time – multitasking.
* Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.
* To develop and maintain records, prepare reports, and correspondence for escalated incidents.
* Keeping all assigned escalated tickets up to date and client communicated with regularly.
* Making sure all time is entered within tickets while on the go doing tickets. (Live time entry)
* Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
* Responsible for creating an Incident Report/RCA report for Service Delivery Lead/Manager and Operations Manager for review by clients.
* Responsible for increasing proactive score (KPI) thus achieving the proactive objective.
* Responsible for problem management tickets and working with other Service Desk Engineers or external parties to get permanent resolution.
* Completion of Documentation for Knowledgebase and procedures.
* Ensure that Senior Management is aware of any significant issues which require their attention.
* Identify any other requirements or make recommendations which would make the operation of the help desk more efficient for Landmark and our clients.
* You will be required to be on call (work out of hours) on a rotation basis.
* A company van will be based at the Dublin 12 office and available for all customer site visits.
Product knowledge
The job holder will require knowledge and at least five years of experience in areas including:
* Microsoft Azure, Azure AD, Intune, Autopilot, Hybrid environments
* Microsoft Windows platforms in particular Windows 7-10
* Microsoft Server platforms – 2008-2019
* Microsoft Office Versions and Exchange 2007-2016 / Office365
* Virtualization - Hyper-V / VMware
* Network infrastructure - Routers, Firewalls, VLAN, WLAN, QOS, Routing
* Server Hardware - Configuration & Troubleshooting RAID, SANs, Storage
* Server Monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
* Cybersecurity platforms: Anti-virus, DNS Filtering, Vulnerability management, Encryption/end point management, MDR
* Cloud email security systems: Anti-spam, MFA, ATP, Email archiving
* Cloud file sync and share platforms: SharePoint & OneDrive for Business
* Phone systems (on premise / hosted): VoIP troubleshooting and configuration management
* In-depth knowledge of ConnectWise and Automate are a distinct advantage
* Other tools / platforms used by MPS’s are an advantage but not essential.
Person Specification and Qualifications
The job holder must display the following:
* Minimum 3+ years experience as a Service Desk Engineer in preferably in an MSP or IT Services Provider
* 3rd level qualification in computer science or technical discipline
* Industry qualifications such as CCNA. MSCE, MS Azure
* Good analytical and problem-solving skills.
* Extensive and up-to-date troubleshooting experience in a 2nd/ 3rd line technical capacity.
* Ability to visualize a problem or situation and think abstractly to solve it.
* Provide outstanding technical leadership and take total ‘ownership’ of issues to completion.
* Ability to maintain healthy relationships with clients and perform problem/issue resolution.
* Ability to manage time when delivering assigned tasks.
* Have good interpersonal skills and able to work well with others.
* Ability to handle constantly changing work pressures.
* Be able to multitask effectively during busy times with effective prioritisation.
* Ability to work responsibly without direct supervision.
* Full clean drivers licence
* Be enthusiastic and willing to work outside of normal hours when required
* Be a great communicator and a positive influence amongst the team
* Have a passion for delivering outstanding customer service
* Fluent English speaking
Working Hours/Benefits
* 37.5 hours per week
* Salary commensurate with experience and qualifications
* Office/Field Based and WFH Hybrid
* Benefits such as Pension, Healthcare, Education and PHI
Benefits:
* Additional leave
* Bike to work scheme
* Company events
* Company pension
* Employee discount
* Gym membership
* On-site parking
* Private medical insurance
* Wellness program
* Work from home
Schedule:
* 8 hour shift
Supplemental pay types:
* Yearly bonus
Ability to commute/relocate:
* Dublin, Dublin, CO. Dublin: reliably commute or plan to relocate before starting work (required)
#J-18808-Ljbffr