Employer Vacancies

(End User Group) Support Engineer

10/06/2023

Company

Company Name: Intellect

Location of Position: Enniscorthy

Company URL: https://intellect.ie/

Position

Number positions: 1

Vacancy Type:

Duties: (End User Group) Support Engineer

The role in brief: Our client is one of Ireland’s largest and most successful ICT solutions and services providers. They have been at the forefront of technology innovation in Ireland for forty years. Our client in Enniscorthy is welcoming applications for the position of Support Engineer within their experienced team.

This is a junior level role where you will have the potential to develop either in customer service management or technical support engineering. The Support Engineer will have a desire to work in the continually advancing IT industry and have an interest in technology. The Support Engineer will have a positive impact on customers as a point of contact for support issues.

Main Purpose of this Role: The key purpose of this role is the resolution of assigned service requests, incidents and problems as part of the overall delivery of customer service level agreements.

Role Description:

  • To log and qualify customer service requests, incidents and problem tickets and to transfer these to the relevant specialist queue
  • End-User Group (EUG), Network and Security Group (NSG), ICS (Infrastructure and Cloud Support) or Print Support as appropriate).
  • To own to completion service requests, incidents and problem tickets which will be assigned by the support operations team with the support of more senior colleagues where appropriate.
  • This role sits within the End User Group
  • Overall reporting is to the Support Centre Manager
  • Varied role where individual will gain experience in the Support Centre.
  • You may also act as back-up for On-Site helpdesk support as and when required.
  • Predominantly office based with flexibility required as per business operational needs to take on field based or on-site assignments.
  • From time-to-time support engineers are required to provide support in teams other than their core specialism to meet capacity demands (holidays, peaks and troughs in demand for certain call types) and a level of flexibility is required
  • While this role is predominantly office based the support and project teams work in an agile manner and where an appropriate project or project element is identified a support engineer may be required to attend site for this purpose. This is encouraged as a developmental activity and such opportunities are actively sought and identified by the project manager and team technical lead in consultation with the individual support engineer.
  • From time to time a support engineer may be required to undertake an onsite secondment at a customer location in the event it is particularly suitable to their specialism, location, or level of experience.
  • Extensive customer and colleague interaction in a fast-paced environment is to be expected
  • This role operates to key performance indicators based on a balanced scorecard model linking financial, customer, internal business process and learning/innovation objectives

Key Activities

  • To log and qualify customer service requests, incidents and problem tickets and to transfer these to the relevant specialist queue
  • To troubleshoot, diagnose and remediate customer incidents as per assigned tickets
  • To complete customer service requests as per assigned tickets
  • To identify and log problem tickets
  • To investigate and resolve problems as per assigned tickets
  • To work on a range of incidents to include but not limited to single user application issues, endpoint protection issues and back up alerting and monitoring.
  • To act as a key customer point of contact for assigned outsourced helpdesk customer/s as required
  • To actively engage in remediation of wide problem events
  • To complete routine maintenance tasks such as proactive health checks and firmware upgrades as assigned
  • To liaise with key vendors applicable to the End User Group focus team in the resolution of tickets (Microsoft, Datto, HP, Sophos, Titan HQ) or other vendors as may be appropriate from time to time (HPE, VM Ware, Veeam)
  • To continuously and proactively monitor sources of information such as vendor bulletins and forums to ensure awareness of the latest developments
  • To be commercially aware and to identify when an incident or problem ticket appears to be on investigation a chargeable event (outside of the scope of customer contracted agreement)
  • To complete project elements assigned in accordance with the scope of work
  • To document and submit timely status reports for project elements assigned
  • The ensure the call management and/or RMM system is regularly and accurately updated with all call detail including the latest call status - To ensure the customer is updated in a timely manner
  • To mutually support colleagues in the achievement of goals
  • To be flexible to undertake such other duties as may be reasonably assigned by the support centre manager from time to time
  • To drive personal learning and development with the support of the support centre manager and to ensure that Professional Certifications that are a prerequisite to this role are maintained to the latest or equivalent version based on vendor training program changes and business objectives.

Knowledge, Skills and Experience

  • IT Qualification- Ordinary bachelor’s degree or above (completed or advanced stages of completion)
  • Industry Experience - 2 or more years’ experience in a generalist ICT Support role with extensive customer interaction is desirable
  • Professional Certifications – 0ffice365 Modern Desktop Associate, Datto Certified Advanced Technician, Sophos Certified Engineer (or commitment to achieve within first 6 months)
  • Ability to achieve an intermediate to advanced level of knowledge as part of medium/longer term professional development plan (Office 365 Master) Personal Attributes
  • Professional approach
  • Clear and professional telephone manner
  • Team contributor
  • Excellent communication skills
  • Self motivated and energetic
  • Ambitious and positive
  • Strong attention to detail -
  • Committed to personal and professional learning and development

Applicant Required

Target Discipline: IT

Level: Graduated

Additional Info:

  • IT Qualification- Ordinary bachelor’s degree or above (completed or advanced stages of completion)
  • Industry Experience- 2 or more years’ experience in a generalist ICT Support role with extensive customer interaction is desirable
  • Professional Certifications
  • 0ffice365 Modern Desktop Associate, Datto Certified Advanced Technician, Sophos Certified Engineer (or commitment to achieve within first 6 months)

Application Procedure

Method application: Please submit your CV attached in format .doc to info@intellect.ie

Closing Date: 01-08-2023