Technical Support Engineer- Level 3

Salary is €50,000-55,000

Responsibilities:

- Manage all Incidents and service requests requiring 3rd level support within SLA

- Log Incidents and Requests accurately in the PSA Tool (Autotask + Datto RMM)

- Resolve technical problems with software applications or network systems

- Provide advice and guidance to 1st and 2nd line Service Desk Support Staff

- Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards

- Create new/update existing Knowledge Articles within documentation platform (IT Glue)

- Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk

- Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible

- Must be a self-starter capable of working on one's own initiative.

- Working as part of a team, to drive service and support excellence

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Requirements:

- 3+ years in a similar role

- MSP or multi-site support experience is a must!

- Excellent troubleshooting skills and must be able to demonstrate by way of example - SonicWall Firewalls, Veeam and Servers/Hyper-V

- Fluent English and excellent written, verbal communication skills with attention to detail

- Able to think through, communicate and present information effectively to all levels within the organisation.

- A flexible, can-do attitude

- Customer facing role and the individual must be customer centric

- IT qualification Diploma/Degree

- MCP qualifications are required

- CCNA or SonicWall Certification

- Previous role/experience working as part of a team

Essential Technical Skills:

- M365 experience

- Advanced troubleshooting and problem solving skills

- Technical Documentation experience

- Experience using Remote Monitoring and Management tools

- Active Directory Administration

- Office 365 Administration

- Networking skills to include Router and Switches

- Excellent Server skills

- Firewall Technology

- troubleshooting of Backup Issues

- CCNA

Benefits:

20 days holidays

Phone

Laptop

Home working setup

Home broadband allowance

Job Types: Full-time, Permanent

Salary: €50,000.00-€55,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Overtime pay
• Performance bonus

Work Location: Hybrid remote in Galway, CO. Galway or Naas, Co Kildare