It Support Field Engineer

 

Description:

As a Level 2 Support Engineer, you will be a crucial part of our support team, tackling day to day technical issues. You’ll work directly with clients and end-users, providing both remote and on-site support. This role requires a blend of technical know-how, excellent communication skills, and the ability to thrive in a dynamic, client-facing environment. You will also participate in projects that support changing business and IT requirements.

 

Key Responsibilities

 

Troubleshoot and Resolve:

Diagnose and resolve technical issues across hardware, software, networking, and cloud systems, escalating to Level 3 when necessary. The ability to research and learn new technologies and provide solutions.

 

Client Support:

Provide exceptional customer service, maintaining clear communication throughout the ticket lifecycle and ensuring a high level of customer satisfaction. Note, some infrequent travel to customer sites will be required, with any mileage claims fully compensated, so a full clean Irish Drivers licence and own car is essential.

 

Performance:

Putting the Customers first, you will provide a support service that ensures all IT equipment and infrastructure are running to its optimum performance and that all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.

 

System Maintenance:

Perform regular system checks, updates, and preventative maintenance for client systems, ensuring reliability and security.

 

Documentation:

Document all support activities and maintain knowledge base articles for common issues and procedures.

 

Collaboration:

Working together to ensure clear communication and alignment on goals is essential for smooth collaboration and shared success.

 

Communication:

Excellent communication skills, both verbally and in writing. The ability to clearly explain technical concepts to non-technical individuals exhibiting a customer-centric approach to support, prioritising customer needs.

 

Task and Time Management:

Effectively prioritise tasks and manage time efficiently displaying excellent time management skills, with awareness of time constraints, priorities, and deadlines.

The ability to research and learn new technologies and provide solutions.

A good team player - contributing knowledge and collaboration.

 

Skills & Qualifications

 

Technical Proficiency:

Experience with:

 

• Windows 10/11 Desktop
• Windows Server OS
• SQL (not required but benifical)
• Configuring Printers/scanners
• Microsoft 365 Exchange, Sharepoint (mulitple tenant management prefered)
• Azure AD, Intune & Endpoint, Azure Virtual Desktop
• Networking, Firewalls, and remote support tools.

 

Experience:

2+ years in a Level 2 or similar technical support role within an MSP environment is highly preferred.

 

Certifications:

Relevant certifications such as CompTIA A+ / Network+, Microsoft 365 Certified, or equivalent are a plus.

 

Communication Skills:

Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.

 

Problem Solving:

Strong analytical and troubleshooting skills, with a proactive approach to problem-solving.

 

Customer Focused:

A genuine commitment to excellent customer service and client satisfaction.