PFH Technology are currently looking for an experienced L3 IT Systems Administrator to join our team in Cork.
Objective: Provide hands on end user support, administration, installation and issue resolution for onsite for our client.
Location: Fully onsite, Ringaskiddy
The L3 Support Engineer resource will:

Provide third level technical support and meet our Customer SLA’s:

• Be responsible for ensuring the IT infrastructure network systems and servers are maintained to best practice as stated in the document
• Recognise system deficiencies and suggest effective solutions while complying with company policies and procedures
• Research current best practice technology solutions and translate them into our environment
• Develop metrics to monitor and test systems ensuring constant improvement
• Manage external vendors and third-party consultants to resolve issues (it is expected that the successful tenderer will manage the support issues with third party suppliers)
• Be responsible for assisting in the management and completion of information technology projects and technical implementations
• Provide technical expertise, leadership, and hands-on support to the Information Technology team
• To participate in Change Advisory Board (CAB) and Problem Management meetings and to share information with the support teams

• Be responsible for resolution of all tickets within agreed KPI timelines (KPI’s should be provided in the tenderers response to address this)

  Technical Expertise

All proposed personnel (including cover staff) must have exposure to and be able to demonstrate experience using an ITIL aligned Service desk and associated principles such as Incident and Service request management, Problem Management, Change Management, continual Service improvement etc.

• The proposed personnel must be able to demonstrate excellent Service Desk support skills including the effective triage, troubleshooting and escalation of tickets

• All proposed personnel (including cover & call out staff) must be able to show a high degree of awareness of cybersecurity best practices and concepts including phishing awareness, Identity and Access Management, Multifactor Authentication, Zero Trust Security Model

  The Service Engineer in addition to the above technical expertise:
  Should have achieved or being working towards achieving Microsoft 365 Mobility and Security certification. Confirmation of booked training and/or exam dates must be provided if this is being presented in support of a proposed resource.
  Experience in the Pharma industry would be an advantage.

  Must be able to demonstrate excellent Support Skills for Level 3 Incident management:

• Must have experience of threat evaluation and security incident response

• Demonstrate project work in the following areas and be able to report accurately on Project delivery dates:
• Window 10/11 Intune policy development

Please refer the Job description for details