Level 2 Service Engineer

Level 2 Service Engineer



INNOVATE - The IT Solutions People is the Leading Managed IT and Cloud Service Provider in Ireland.

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

Location - Gorey


The Company

INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through our managed IT services. INNOVATE’s professional services team supports our clients across - Networking | Security | Cloud Infrastructure | Communications | Cloud Productivity.

At our very core is how INNOVATE transform technology for our customers to deliver business outcomes that power their organisation. Our clients value how we provide a secure, resilient ICT infrastructure that increases productivity and supports their business strategy.

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.