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Location: Dublin Contact: Stephen Daly Skills Keywords: WINDOWS 2000
Description: Helpdesk Level 2 Engineer My Dublin based technology client currently requires a Helpdesk Level 2 Engineer to join their company and work as part of their busy service desk...
Description: Helpdesk Level 2 Engineer
My Dublin based technology client currently requires a Helpdesk Level 2 Engineer to join their company and work as part of their busy service desk.
The duties of the role will include;
• There will be a combination of in-house support, onsite preventative maintenance days, customer installations/upgrades, onsite remote support
• 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 Desktop, laptop and other user device support and troubleshooting
• Administrative Knowledge of Server Support – 2003, 2008 and 2012
• Microsoft Active Directory administration skills
• Microsoft Exchange knowledge and Office 365 an advantage
• Basic understanding of windows networking (IP, DHCP, DNS etc.)
• 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
• A strong desire and ability to learn new technologies quickly
• Apple Certified Systems Administrator & or Apple Certified Technical Coordinator a distinct advantage
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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