PFH Technology are looking for an IT Support Engineer to join our client’s growing team in Dublin.
Objective: Provide hands-on end user support, administration, installation, and issue resolution for onsite for our client.
Contract: Permanent
Location: Onsite, Dublin 1
The Senior Service Engineer resource will:
* Provide third level technical support and meet our Customer SLA’s
* Be responsible for ensuring the IT infrastructure network systems and servers are maintained to best practice as stated in the document
* Recognise system deficiencies and suggest effective solutions while complying with company policies and procedures
* Research current best practice technology solutions and translate them into our environment
* Develop metrics to monitor and test systems ensuring constant improvement
* Manage external vendors and third-party consultants to resolve issues
* Be responsible for assisting in the management and completion of information technology projects and technical implementations
* Provide technical expertise, leadership, and hands-on support to the Information Technology team
* Participate in Change Advisory Board (CAB) and Problem Management meetings and share information with the support teams
* Be responsible for resolution of all tickets within agreed KPI timelines
Technical Expertise:
* All proposed personnel must hold ITIL Foundation certification (min ITIL Foundation V3).
* All proposed personnel must have exposure to and be able to demonstrate experience using an ITIL aligned Service desk and associated principles such as Incident and Service request management, Problem Management, Change Management, continual Service improvement etc.
* The proposed personnel must be able to demonstrate excellent Service Desk support skills including the effective triage, troubleshooting, and escalation of tickets.
* All proposed personnel must show a high degree of awareness of cybersecurity best practices and concepts including phishing awareness, Identity and Access Management, Multifactor Authentication, Zero Trust Security Model.
The Service Engineer must also:
* Hold MS100 (Microsoft 365 Identity and Services) and MS101 (Microsoft 365 Mobility and Security) Certifications.
* Have achieved or be working towards achieving Microsoft 365 Mobility and Security certification. Confirmation of booked training and/or exam dates must be provided if this is being presented in support of a proposed resource.
* Demonstrate excellent Support Skills for Level 3 Incident management.
* Have experience of threat evaluation and security incident response.
* Demonstrate project work in the following areas and be able to report accurately on Project delivery dates:
* Windows 10 Intune policy development.
* SCCM / SCOM.
* Citrix.
* Azure.
* VMware.
* Advanced Threat Protection.
Education:
* Third Level Education Qualification is preferable.
PFH Technology, owned by Ricoh – a Japanese-based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations.
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