L3 Support Engineer

  • €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.

  • 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
 - Office365
 - TCP/IP, DNS, routing, NAT, firewalls, VPNs, VLANing
 - Microsoft IIS
 - VMWare vSphere
  • 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! 
Chris  Pelow does  Technology Dublin

Chris does...

Technology Dublin

+353 87 624 3035