IT Search & Selection I

Level 2 Helpdesk Engineer (BB-4720D)

Found in: Jooble IE

Description:

Excellent opportunity for a Level 2 Help Desk Engineer to join a leading IT company in Waterford with strong package on offer

Management of Help Desk Technical requests through the provision of remote support for maintenance contracts, and scheduling of field engineers for contracts and installations, ensuring technical capability to meet client’s needs and expectations through fulfilment in a timely fashion.

Key Tasks & Responsibilities:

  • Manning the Help Desk level 2 services from 9.00am to 5.30am except between 1.00pm and 2.00pm; ensuring full coverage.
  • Checking off-site backups daily e-mail verification, in accordance with off site backup guidelines and managing call escalation in accordance with company SLA (service level agreements), check off and verify data as per monthly client list supplied by Accounts department, this needs to be carried out first thing each day, and in the event of a failure, rectify remotely and inform the customer of resolution.
  • Management of the Technical support tickets in line with the SLA’s, ensuring priorities and workflow are managed, SLAs are met and escalations to Sales Account Managers and appropriate personnel are made in a timely fashion.
  • Provision of Remote Support for maintenance contract clients, call escalation to support engineers,
  • Schedule Proactive maintenance calls, in accordance with call management system,
  • Scheduling of Field engineers in response to contracts, support calls and installations ensuring efficient utilisation and control of costs through planning on travel and appropriate time allocated to do the job.
  • Management of change and updates to the engineering schedule
  • Managing technical updates to client’s technical records on the company database and call management systems, (AFS System)
  • Checking and closing off calls (in call management system) in accordance with agreed procedures and time scales, on a daily basis,

Details of minimum competencies required

Customer service training

Min. 3 years’ experience in IT helpdesk

Microsoft training on Office 365

3 years Server and network experience

Third level Technical qualifications

Firewall / Backups / email admin experience

For more info you can contact me at

calendar_today6 days ago

report

info Full-time

location_on Waterford, Ireland

work IT Search & Selection

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