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Location: Dublin Contact: Stephen Daly Skills Keywords: WINDOWS-XP , APPLEMAC , Windows 2008 , ACTIVE DIRECTORY
Description: My Dublin based client currently requires a Helpdesk Level 2 Engineer to be first point of contact for my clients customers and work within a busy environment...
Description: My Dublin based client currently requires a Helpdesk Level 2 Engineer to be first point of contact for my clients customers and work within a busy environment.
A dynamic working environment composed of in-house remote support and on-site support with our customer base, so own transport is essential
Provide a point of contact for customers who need to log support incidents via phone or email
Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
Provide problem diagnosis, using appropriate support tools for hardware, software & in-house applications
Escalate more complex or critical issues to appropriate senior staff
Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
Ensure processes, procedures and resolutions are documented and updated regularly on the Service Desk knowledge base
Develop and maintain a complete understanding of the clients products and on-going releases
Any other duties deemed required as part of the day to day role
May be required to take part in on call rota
Minimum 3 4 years experience of working in a Service Desk for MSP or busy support environment
Third Level qualification in field of IT
Excellent working knowledge of Desktop Operating Systems (Win XP and Win 7,8)
Working knowledge of Mac OS X for desktop and server and mainstream packages including Adobe CS Suite, Quark and font management solutions
Administrative Knowledge of Server Support 2003, 2008 and 2012
Microsoft Active Directory administration skills
Microsoft Exchange knowledge an advantage
Firewall, routing and switching experience an advantage
Good backup Software Support knowledge
Strong Interpersonal skills with ability to support and communicate with users on all levels
Sound troubleshooting and analytical skills
Self-starter who uses own initiative
Ability to work effectively as a member of a team
Must hold a driving licence and own transport
This is an excellent role with a market leading client offering a strong salary the right candidate. The client is eager to interview ASAP so please contact me on 01 2866666 or email me on firstname.lastname@example.org for immediate consideration.
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