Job Description:
As a Level 3 Support Engineer, you will provide remote technical support to customers in a fast-paced environment.
Key Responsibilities:
* Taking technical ownership of high-priority customer issues
* In-depth troubleshooting of issues on servers, PCs, laptops, and peripherals including network connectivity, email, printing, etc.
* In-depth support for all Microsoft Cloud services, such as Office 365, SharePoint, etc.
* Reacting to service outages promptly with adherence to standard operating procedures
* Testing fixes to ensure problems have been adequately resolved
* Assisting with designing data and network architecture, as well as implementation
* Taking escalations from Level 1 and Level 2 engineers and acting as the final point of escalation
* Offering mentorship and oversight to L1 and L2 engineers
* Liaising and working with third-party vendor support to resolve customer problems
* Ensuring technical documentation is up-to-date for the Helpdesk to follow
Requirements:
* 5-10 years of experience in a similar role, preferably within a multi-customer environment
* Broad and deep technical knowledge of multiple technologies
* Microsoft or other industry certifications (e.g., MCSE, O365, Azure, Ubiquiti)
* Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)
* Solid knowledge of Microsoft Cloud technologies, including Office 365 and Azure
* In-depth knowledge and experience of LAN and WAN technologies (switches, wireless, and firewalls)
* Solid experience with data backups, disaster recovery, and business continuity
* Experience collaborating with third-party vendor support, e.g., Sage Support, to resolve customer issues
* Strong problem-solving abilities to quickly identify, analyze, and effectively solve complex technical problems
* Excellent communications skills, both verbal and written
About Us:
Career Wise Recruitment specializes in the recruitment of management and technical professionals for various sectors. We operate out of multiple locations in Ireland and have offices in Cork, Shannon, Galway, Mayo, and Dublin.