Level 2 Service Engineer

Level 2 Service Engineer



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

  • Provide second level support to our existing customer base both remotely and on-site as required by scheduled tickets being assigned to you
  • Provide second level support for customers who have scheduled on-site days
  • Ensure that customer expectations are met or exceeded
  • Answer incoming support calls and log all tickets in the ConnectWise system
  • Acknowledge and provide second level support for all new calls in ConnectWise
  • Work on scheduled calls as assigned by the support team lead in time allocated
  • Provide call back support for overflow calls during busy periods
  • Perform on site hardware installations for existing and new customers
  • Perform on site system health checks and new site survey’s when scheduled
  • Provide pre-sales information to sales team members on product technical




  • Provide in house second level support to both INNOVATE and VoiceGrid users
  • Carry out remedial work on logged tickets as instructed by other helpdesk engineers
  • Assist in the receipt and checking of incoming deliveries
  • Assist in the maintenance of the RMA process with suppliers and vendors
  • Assist in the maintenance of all Internal IT Systems
  • Troubleshoot and escalate where necessary all tickets generated as a result of failed backups
  • Familiarise yourself and become proficient in the use of the ConnectWise PSA system
  • Constant reviewing and acknowledgment of new calls in the ConnectWise Service Desk
  • Update and maintain all customer site documentation and configuration information in ConnectWise
  • Update all contacts, leads and proposals within ConnectWise to ensure that the information and your pipeline is always up to date.
  • Maintain the ConnectWise customer information database
  • Familiarise yourself with all customer site documentation
  • Assist in keeping the network control centre clean and ensuring all hardware is stored away
  • Encourage all existing customers to log calls via the support email address

Competencies (Technical and Behavioural)



  • Minimum of three years’ experience working in similar role
  • Strong technical knowledge of server hardware, Microsoft Server operating systems and Virtualisation
  • Obtained current Microsoft Server Certifications
  • Knowledge of Microsoft operating systems (desktop and servers) and applications related (Exchange, RDS, SQL, AD, SCCM)
  • Knowledge of Hyper-V or competing virtualization platform


The Support Engineer 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 education and examinations become a more valued team member with a broader range of skills
  • Strong planning and organisational 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 prioritise 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 prioritise and to remain results/output orientated

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