Level 3 Service Engineer

Level 3 Service Engineer

Service-Desk-Team-(1).jpg

 

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 3 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 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.