Level 3 Support Engineer required by CareerWise Recruitment for our IT Services client in Ennis, Co.Clare.
Responsibilities:
* Provide Level 3 remote support to customers in a fast-paced environment.
* 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 e.g. O365, SharePoint etc.
* React to service outages promptly with adherence to standard operating procedures.
* Test fixes to ensure problem has been adequately resolved.
* Assist with designing data and network architecture as well as implementation.
* Taking escalations from Level 1 and Level 2 engineers and act 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.
* Ensure technical documentation is up to date for the Helpdesk to follow.
* Continuous training and development particularly on Microsoft technologies.
Requirements:
* 5 – 10 years 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 i.e. 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, analyse, and effectively solve complex technical problems.
* Excellent communication skills, both verbal and written.
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