We are assisting an Irish company based in Ennis to identify an experience Senior IT Support Engineer to join their expanding team. The company has been in business over 30 years and provided support to clients across Ireland and the UK.
This position offers hybrid working and the opportunity to progress within the company. This person will be a point of escalation for technical issues and will best someone who is open to mentoring junior engineers. The option to work on a hybrid bases is available with this position.

Core Responsibilities

• Provide 3rd Level remote support to enable the swift resolutions of technical issues experienced by clients.
• Technical ownership of high priority customer issues. Including root cause analysis of the issues and the implementation of a permanent fix.
• In-depth troubleshooting of issues on Servers, PCs, Laptops and peripherals including network connectivity, email, printing etc.
• In-depth support for all Microsoft Cloud services e.g. Azure AD, O365, SharePoint etc.
• React to service outages promptly with adherence to standard operating procedures.
• Test fixes to ensure problem has been adequately resolved.
• Assist with the Technical onboarding of new Clients in designing data and network architecture as well as implementation and creation of technical support documentation.
• Point of escalations for 2nd Level engineers and offering mentorship and oversight to the above.
• Liaising and working with third party vendor support to resolve customer issues.
• Ensure technical documentation is up to date for the Helpdesk to follow and create documentation for any gaps that are identified.
• Utilizing automation and RMM platforms to develop quick fixes, troubleshooting steps and automated guides.
• Continuous training and development particularly on Microsoft technologies.

Desired Experience & Qualification

• 5+ years’ experience in a similar role, preferably within a multi-customer environment
• Microsoft or other industry certifications, Azure certification would be an advantage.
• Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)
• Direct experience with Microsoft Cloud (Office 365 and Azure) and Virtualisation technologies (VMware & Hyper-V).
• In-depth knowledge and experience of LAN, VLAN and WAN technologies i.e. switches, wireless and firewalls.
• Hands on experience with data backups, disaster recovery and business continuity.
• Experience collaborating with third party vendors support to resolve customer issues.
• Strong problem-solving abilities to quickly identify, analyse, and effectively solve complex technical problems.
• Excellent communications skills, both verbal and written

• Provide 3rd Level remote support to enable the swift resolutions of technical issues experienced by clients.
• Technical ownership of high priority customer issues. Including root cause analysis of the issues and the implementation of a permanent fix.
• In-depth troubleshooting of issues on Servers, PCs, Laptops and peripherals including network connectivity, email, printing etc.
• In-depth support for all Microsoft Cloud services e.g. Azure AD, O365, SharePoint etc.
• React to service outages promptly with adherence to standard operating procedures.
• Test fixes to ensure problem has been adequately resolved.
• Assist with the Technical onboarding of new Clients in designing data and network architecture as well as implementation and creation of technical support documentation.
• Point of escalations for 2nd Level engineers and offering mentorship and oversight to the above.
• Liaising and working with third party vendor support to resolve customer issues.
• Ensure technical documentation is up to date for the Helpdesk to follow and create documentation for any gaps that are identified.
• Utilizing automation and RMM platforms to develop quick fixes, troubleshooting steps and automated guides.
• Continuous training and development particularly on Microsoft technologies