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Location: Dublin Contact: Steven Hegarty Skills Keywords: ACTIVE DIRECTORY , FIREWALL BASICS, WINDOWS SERVER 2008R2
Description: Help Desk Engineer The Job My client are hiring for an energetic first line helpdesk engineer who is looking to fast track their career in IT...
Description: Help Desk Engineer
My client are hiring for an energetic first line helpdesk engineer who is looking to fast track their career in IT. We offer a great place to work and a focussed environment in which you will be expected to develop your skills (Microsoft, Fortinet, ShadowProtect) through our structured training programme. In reward for your hard work we offer a set of fast track salary reviews that are commensurate with your performance industry certifications. You will work as part of team both on help desk and in deployment scenarios as your skills develop.
My client is a provider of Managed IT Support Services and Solutions to the SME sector in the greater Dublin region. We provide fully outsourced IT and helpdesk solutions to our clients managing all points of contact and vendor relationships into the mix. We are proactive by nature and employ the best and most recent remote management and professional services systems to give us the competitive edge.
Full-time Permanent Position
Location: Dublin City Centre
Responsibilities You will work as part of a helpdesk team and after a period of initial training your responsibilities will include:
Logging first line requests and incidents received via phone, email and in-person - into the Service Management system.
Ensure that the highest standards of Customer Focus are demonstrated at all times.
Ensuring that all clients both internal and external are dealt with in a friendly, efficient and timely manner.
Responsible for frontline Incident & Problem management ensuring that all incidents are resolved in a timely manner or escalated to appropriate engineer level support.
Responsible for contributing to project-based activity time-permitting.
Ensure that established procedures and controls are adhered to at all times. Also responsible for highlighting if / when procedures or controls have changed so that documentation can be updated. In short be well organised.
Full understanding of the Service Level Agreements (SLA) in place with our customers. Also, to ensure that these SLAs are adhered to as far as is possible and that all exceptions are escalated to Service Desk Management.
Demonstrate high levels of written, oral and interpersonal communication skills, ensuring that all interactions with customers, co-workers and management are done in a friendly and courteous manner.
Strong customer focus with the ability to record, resolve and/or escalate Service Related queries both within the customers and also directly with Vendors - and ensure that all customer related issues/queries are managed to resolution within agreed customer SLA timeframes.
Must have 1-2 years prior Network Support and helpdesk experience, with 1 years experience in On-Site Server Installations and Trouble-Shooting of Networking Issues
Must have experience of Installation & Support of Windows Client OS 7 and above, Windows Server 2008R2 and above, Active Directory, Core networking, firewall basics, basic Exchange Server 2007 or later management.
Education & Qualifications:
3rd Level Diploma/Degree a benefit.
MCP, MCSA or MSCE in Microsoft technologies or equivalent.
Any other relevant qualifications.
25000 - 30000
Steven for a full detailed job description 01-2866666
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