South Dublin based
Award winning MSP
Our client is a leading Irish owned MSP with a presence in Ireland and the UK. A new vacancy has arisen in their support team for someone with L3 capabilities across servers and networks in particular.
You will take over support of incidents escalated from Level 2 and will bring to resolution or escalate to the vendor. The role also encompasses support for the internal IT systems and maintaining the data centre components for hosted solutions.
The ideal candidate will be an individual who has worked previously as a systems administrator or security administrator. The ideal candidate will have supported underlying technologies that UEM’s layer on to or interact with such as networks, routing and firewalls. The ideal candidate may have also worked as a senior/advanced mobile device management systems administrator to include deploying and integrating these. The individual would also have experience supporting multiple customers at any one time.
Deliver customer focused service that is of the highest standards
Be accountable for tickets entering the Level 3 service desk and bring them to resolution
Own the communication process with the end customer
Liaise with product vendors on escalations
Work to deliver SLAs
Maintain and support data centre components for hosted customers
Maintain and support data centre backups
Ensure health of data centre components along with the CTO and make recommendations on improvements as required
Support internal IT systems when escalated from Level 2
Process assigned change management tasks scheduled by the operations manager
Process assigned Managed Service tasks as defined in a customer’s service charter
Work on assigned Internal IT support tasks and project
Liaise with Service Operations Manager to report on developing service issues
Work with peers and Customer Success Manager to resolve any @risk customer issues to prevent a customer from churning.
Provide expert product knowledge and best practices recommendations to customers
Test and explore new features in existing unified end point management products
Mentor Level 2 support engineers for their pathway to progression
Create knowledge articles for the internal knowledge base
Constant self-improvement through experience, training and certification
Minimum 5-6 years relevant experience, preferably a mix of security, support and systems integration
3rd level qualification in computer science or technical discipline
Experience with Mobile Operating systems such as iOS and Android
Industry qualifications such as CCNA, MCITP:Enterprise Messaging
• Strong knowledge of:
– Underlying technologies that support unified end point management products
– Microsoft Exchange current versions
– Active Directory and Azure AD
– TCP/IP, DNS, routing, NAT, firewalls, VPNs, VLANing
– Microsoft IIS
– VMWare vSphere
– SSL PKI
Working experience with the following a major bonus
– Microsoft Intune/EM+S
– Vmware workspaceone
– IBM MaaS360
– Client certificate authentication, Kerberos Constrained Delegation, SCEP
– Linux or Cisco command line interaction
– Cisco, Juniper & CheckPoint firewall configuration
– Windows 10 management via UEM’s
Please click APPLY to be immediately considered!
Salary: £55000 – £60000/annum
Job Type: Permanent
To apply for this job please visit www.cv-library.ie.