Level 3 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.

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 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
• Familiarise 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 to clients in line with industry best practice

Competencies (Technical and Behavioural)

TECHNICAL

• Minimum of three years’ experience working in similar role
• Excellent technical knowledge of server hardware and Microsoft Server operating systems
• MCSA certification and CCNA certification a distinct advantage
• Knowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM)
• Excellent knowledge of Hyper-V or competing virtualization platform
• Experience with Office 365 Migrations an advantage

BEHAVIOURAL

The Level 3 Technical 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 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 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.