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Working across teams to promote and deliver high quality technical and customer support.
* Provide support to end users, solving complex and non-complex problems to minimise system downtime and loss of productivity.
* Using support tools to manage and track tickets and customer issues.
* Responsible for advanced troubleshooting of supported services.
* Escalating issues to management as appropriate.
* Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements.
* Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets.
* Monitor the performance of systems and assist with the identification of potential issues and propose solutions.
* Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes.
* Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company.
* Research and test new product offerings which may become part of our service offerings.
* Documenting support-related processes and procedures (SOP).
* Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.
* Some level of proficiency (as gaeilge) in Irish. Leaving certificate and some spoken abilities to converse in Irish.
Qualifications & Experience
* Relevant third level degree.
* Relevant industry recognised certifications (MS-500, MS-700, MS-900, MS-102, MD-102, AZ-104, AZ900, SC-200 or recent equivalents).
* Minimum 2 years industry experience in a similar role.
* Proven ability to work on complex technical incidents in a timely manner.
Essential Requirements
Technical Knowledge of the following:
* Security focused with in-depth knowledge of Security Best Practices.
* Experience with Microsoft Security Suite, to include implementation of the following: Microsoft Defender, Microsoft Sentinel, Microsoft Lighthouse, Microsoft Purview, Microsoft Entra, Microsoft Intune.
* Microsoft Windows Operating Systems (Windows 10 and newer).
* MS Windows Server: 2012, 2016, 2019, 2022.
* Remote Desktop Server Implementations.
* Network Infrastructure – experience with Switches, VLAN’s, Wireless Access Points, VPN, DNS, Routers, Bridging.
* Security Infrastructure – experience with Firewalls (SonicWall, Fortinet, Cisco); Spam Filtering Solutions, Web Filtering Solutions, Endpoint Protection.
* Virtualisation – experience deploying, maintaining, and supporting virtualized (Hyper V & VMware) environments.
* Cloud – Office 365, Microsoft 365, Azure, Azure AD, AWS, Google Cloud.
* Backup setups such as Arcserve, Veeam, Azure Backup, Datto BCDR, Datto SAAS, Asigra, Stryve.
* Experience with scripting languages and technologies (VBScript, PowerShell, etc…).
Additional Key Skills & Attributes:
* Self-management and self-development skills.
* Strong level of technical aptitude and problem-solving skills required.
* Self-motivated with an aptitude for creative problem-solving, along with the flexibility to adapt to new tools and techniques.
* Excellent interpersonal, communication and organisational skills and the ability to multi-task are essential.
* Willingness and ability to work in a fast-paced and rapidly changing environment.
* The candidate must demonstrate specific attention to detail.
* Strong work ethic, with the ability to work individually and as part of a team.
* Ability to communicate technical information to other technical team members but also to clients who may not have technical knowledge.
* A highly organised individual with the ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required.
* Experience in automation and advantage (via 3rd party software, powershell, PIA, Rewst, etc).
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