Level 2 Service Engineer (Voice)

Level 2 Service Engineer (Voice)



INNOVATE is one of the fastest growing technology companies in Ireland, with a vision to become the market leader in transforming the consumption of technology to the cloud-service model.

INNOVATE continues to grow by adding ambitious, talented people to the team and has an excellent opportunity for a Level 2 Service Engineer.


The Company


INNOVATE designs, delivers and manages cloud-based IT and communication environments to create IT enabled businesses. Our clients value how we provide a secure, resilient IT infrastructure that increases productivity and facilitates a scalable business. At our very core to now INNOVATE transform technology for our customers to deliver business outcomes that power their organisation.


The Role


  • Advanced support of Client issues across the full range of implemented voice and networking technologies

  • Provide mentoring to more junior team members and assist them in their development through imparting knowledge and answering queries

  • Maintain a positive relationship with clients by ensuring that expectations are met or exceeded

  • Work on scheduled calls as assigned by the Service Manager efficiently in time allocated

  • Provide call back support for overflow calls during busy periods

  • Perform remote system health checks and new site survey’s

  • Assist in the maintenance of the RMA process with suppliers and vendors



  • Have experience of working under pressure and excellent problem solving skills

  • Deal with support calls escalated from level 1 and 2 engineers

  • Familiarize yourself and become proficient in the use of the ConnectWise PSA system

  • Update and maintain all customer site documentation and configuration information in ConnectWise

  • Maintain the ConnectWise customer information database with all customer site documentation

  • Be professional, polite, courteous and clear when dealing with customers via telephone and email

  • Provide advice and guidance and upgrade all internal IT systems

Competencies (Technical and Behavioural)



  • Minimum of three years’ experience working in similar role

  • Excellent technical knowledge of server hardware and operating systems; Windows, Linux preferably CentOS.

  • Cisco certification a distinct advantage

  • Knowledge of Asterisk Management

  • Knowledge of MySQL & VMWare

  • Familiar with MOR or another billing platform

  • Excellent knowledge of Voice Hardware and networking, WAN & LAN

  • Experience with Monitoring and Management Tools.


The Level 2 Service Engineer (Voice) role requires the following set of behavioural competencies:

  • Ability to work on own initiative and as part of a team

  • Ability to learn quickly new technologies

  • Have experience of working under pressure and good problem solving skills

  • Participate in project work as assigned by support team lead and management

  • Be professional, polite, courteous and clear when dealing with customers via telephone and email

  • Through continued education and examinations become a more valued team member with a broader range of skills

  • Self-starter with ability to work on own initiative

  • Must be innovative, forward-looking, dynamic, proactive and hardworking, placing standard-leading

  • Customer Service at the Centre of all decisions and at the top of all priorities

  • Ability to priorities and to remain results/output orientated

  • Strong administrative and reporting skills

  • Excellent interpersonal and communication skills – ability to communicate at all business levels

  • Ability to priorities and to remain results/output orientated


To apply, please send a copy of your CV to careers@innovate.ie.