Dublin, County Dublin•Hybrid remote
€50,000–€60,000 a year – Full-time
Job details
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Pay
€50,000–€60,000 a year
Job type
Full-time
Shift and schedule
8 hour shift
Monday to Friday
BenefitsPulled from the full job description
- Work from home
Senior IT Support Engineer (Level 3 Infrastructure)
Typetec is one of Ireland’s leading professional IT cloud and managed service company for the past 40 years. Primarily, Typetec provides solutions and services across the four key areas of information protection, people protection, productivity, and performance. We are a Gold Microsoft Partner, and we partner with best-in-breed cybersecurity vendors to provide a Modern Work & Security environment
We are actively looking to grow our support team and recruiting for a Senior Technical Support Engineer (Level 3 Infrastructure). This position will be a hybrid role alternating between our office, customer sites when needed, and work from home flexibility.
This will suit a person who wants to provide technical leadership and valuable input into future roadmap of our service delivery function. This role is as much mentoring and developing our junior engineers as it is resolving the most complex technical issues of our expanding client base.
Reporting to the Technical Experience Manager.
Responsibilities
· Day-to-day senior support of our clients’ IT requirements.
· Monitor and quickly respond to incoming support requests.
· Clearly communicate issue resolution process to customer or end user including next steps to be taken, time frame, and ownership of issue.
· Maintain a positive relationship with clients by ensuring that expectations are met or exceeded.
· Support Windows Server issues.
· Microsoft 365 Administration, experience of Exchange, SharePoint, Office 365, Azure EMS, Microsoft Teams.
· Support Networking and Firewall related issues.
· Support VMware, Hyper-V and Azure environments.
· Support Data Protection & Cyber Security solutions.
· Partake and upskill in training activities in support of new technologies, procedures, and customer service enhancements.
· Comply, maintain and promote information security.
· Provide advice, guidance and mentoring to Service Desk Support Staff.
· Create new/update existing Knowledge Articles within documentation platform.
· Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk.
Requirements
· Minimum 3 years’ experience within an IT MSP Senior/L3 role and proven track record.
· Excellent customer service and communication skills, both written and oral, with good attention to detail (to technical and non-technical audiences).
· 3rd level qualification in an IT related discipline.
· Relevant IT technical certifications desirable – MCP, MCSA, MCSE, CCNA, CCNP, Fortigate etc.
· Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, PowerShell)
· Strong knowledge of networking concepts and Firewalls.
· Working knowledge of data protection and disaster recovery systems.
· Previous Service Desk experience working with PSA & RMM platforms.
· Strong communication, interpersonal skills and ability to lead by example.
· Excellent organizational and documentation skills.
· ISO/ITIL experience an advantage.
· Enthusiasm for working in a team environment where everybody needs to ‘dig in’, multitask and where exposure to new areas and technologies is constant.
· Avid interest in technology and desire for continuous learning.
To be considered for this position applicants must be eligible to work and reside in Ireland (holder of an EC Passport or a Current Stamp 4 Visa).
Salary: €50k to €60k DOE
· Benefits: Life Cover (4 x times salary).
· Holidays: Starting 20 Days (up to 24 days on term of service). Good Friday & Christmas Eve are company days off.
Job Types: Full-time, Permanent
Salary: €50,000.00-€60,000.00 per year
Benefits:
- Work from home
Schedule:
- 8 hour shift
Experience:
- 3rd Level Support: 3 years (required)
Job Type: Full-time
Salary: €50,000.00-€60,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Ballymount, Dublin 12: reliably commute or plan to relocate before starting work (required)
Experience:
- Call centre: 1 year (preferred)
- Customer facing support: 1 year (preferred)
Work Location: Hybrid remote in Ballymount, Dublin 12