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

KEY RESPONSIBILITIES:

• 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)

TECHNICAL

• 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.

BEHAVIOURAL

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.