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

KEY RESPONSIBILITIES:

• 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)

TECHNICAL

• 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

BEHAVIOURAL

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.