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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)