Service Desk Engineer - Level 2
Intuity Technologies
- Galway
- Permanent
- Full-time
- Working across teams and closely with our customers, to deliver high quality technical and customer service as part of the Intuity ITSM. built on the ITIL Framework.
- Provide remote support to users and solve non-complex incidents to minimise system down-time and loss of productivity.
- Escalating issues to management as appropriate
- Using support tools to manage and track tickets and customer incidents and requests.
- Complete basic / standard requests for computers, printers, multifunction devices, equipment and other ICT systems in line with defined Service Level Agreements.
- Maintain clear and efficient communication with management and customers at all times.
- Meeting individual and team Key Performance Indicators.
- Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes.
- Complete all mandatory training.
- Where appropriate, arrange for the induction and training for assigned staff, as required to maximise skill resources, (to include workplace experience placements where applicable).
- Relevant third level degree and or minimum 2-3 years industry experience in a similar role
- ITIL v3 or V4 Foundation Certification
- Full Clean Driver's License
- Technical Knowledge of the following:
- Windows 10.
- MS Windows Server: 2008, 2012, 2016, 2019, 2022
- Remote Desktop Server implementations.
- Networking
- Managed Switches
- VLAN's.
- Wireless Access Points, stand alone, mesh.
- Routers / Bridging.
- Security
- Firewalls such as SonicWall, Fortinet, Cisco, other. Level 2+
- Spam Filtering.
- Web Filtering.
- Endpoint protection, AV
- Security best practices
- Virtualisation - Hyper V & VMware.
- Cloud
- Office 365.
- Microsoft 365
- Azure
- Azure AD
- AWS.
- Google Cloud.
- Backup setups such as ArcServe, Veeam, Symantec, CommVault, Azure Backup, Datto Backup solutions.