L3 Support Engineer – Full Time – Dublin

  • Permanent
  • Dublin
  • Country: Republic of Ireland
  • Address Region: City of Dublin
  • Salary: £55000 - £60000/annum

IT

€60k package

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.

Responsibilities

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

Skills/Experience:

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
 – Office365
 – 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

Location: Dublin

To apply for this job please visit www.cv-library.ie.

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