INNOVATE continues to grow by adding ambitious, talented people to the team and has an excellent opportunity for a Level 2 Service Engineer. A very good knowledge of English, written and verbal, is required for this role. This role is located onsite in Gorey, Co. Wexford. The Company INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through our managed IT services. INNOVATEs 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 Escalated support of Client issues across the full range of implemented technologiesProvide mentoring to more junior team members and assist them in their development through imparting knowledge and answering queriesMaintain a positive relationship with clients by ensuring that expectations are met or exceededWork on scheduled calls as assigned by the Service Manager efficiently in time allocatedProvide call back support for overflow calls during busy periodsPerform remote system health checks and new site surveysAssist in the maintenance of the RMA process with suppliers and vendors KEY RESPONSIBILITIES Have experience of working under pressure and excellent problem solving skillsDeal with support calls escalated from level 1 engineersFamiliarise yourself and become proficient in the use of the ConnectWise PSA systemUpdate and maintain all customer site documentation and configuration information in ConnectWiseMaintain the ConnectWise customer information database with all customer site documentationBe professional, polite, courteous and clear when dealing with customers via telephone and emailProvide advice and guidance to clients in line with industry best practice Competencies (Technical and Behavioural) TECHNICAL Minimum of two years experience working in similar roleExcellent technical knowledge of server hardware and Microsoft Server operating systemsMCSA certification and CCNA certification a distinct advantageKnowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM)Excellent knowledge of Hyper-V or competing virtualization platformExperience with Office365 Migrations an advantage BEHAVIOURAL The Level 2 Service Engineer role requires the following set of behavioural competencies: Ability to work on own initiative and as part of a teamAbility to learn quickly new technologiesHave experience of working under pressure and good problem solving skillsParticipate in project work as assigned by support team lead and managementBe professional, polite, courteous and clear when dealing with customers via telephone and emailThrough continued education and examinations become a more valued team member with a broader range of skillsSelf-starter with ability to work on own initiativeMust be innovative, forward-looking, dynamic, proactive and hardworking, placing standard-leadingCustomer Service at the centre of all decisions and at the top of all prioritiesAbility to prioritise and to remain results/output orientatedStrong administrative and reporting skillsExcellent interpersonal and communication skills ability to communicate at all business levels