IT Support Engineer - Level 2

PFH Technology are looking for an IT Support Engineer to join our client’s growing team in Dublin. Objective: Provide hands-on end user support, administration, installation, and issue resolution for our client. Contract: Permanent Location: Onsite, Dublin 1 Key Responsibilities:

1. Provide first and second Line support (with ‘first time resolution’ service) for ICT operations.
2. Log and track incidents on the ticketing system (in accordance with ITIL processes) and liaise with third parties when required.
3. Raise and own Problem tickets, locate Root Cause and communicate workarounds and fixes to support teams.
4. Resolve incidents themselves in most cases.
5. Escalate to the Level 3 Helpdesks where necessary, and on a prioritised basis.
6. Liaise with other technical specialists within the organisation to resolve incidents (the response should clearly detail the areas where the tenderer has technical expertise). This support may be provided remotely or, if appropriate, on-site.
7. Escalate high-priority incidents to the Service Delivery Manager.
8. Create and update our Knowledge Management system, SOPs, and Runbooks.
9. Contribute effectively to organisational and team processes and adhere to policies including but not limited to Data Protection and Information Security.
10. Manage and maintain IT hardware and software assets.
11. Liaise with external hardware/software providers to resolve incidents (it is expected that the tenderer will manage the support issues with third-party suppliers).
12. Carry out any other duties as required.

Skills/Competencies/Experience:

1. Microsoft Windows 10 certification MD-100.
2. Should have achieved or be working towards achieving Modern Desktop Administrator Associate certification. Must have exposure and be able to demonstrate practical experience with:
3. Windows 10.
4. Office365 – Outlook, OneDrive, Teams, SharePoint, Word, Excel, PowerPoint, and Note.
5. Active Directory / AzureAD.
6. InTune, InTune policies.
7. Modern communication and collaboration tool suites such as MS Teams.
8. Windows Defender Endpoint.
9. Windows 10 Intune deployments.
10. Must be familiar with patching and patching policies of desktop systems using a variety of technologies such as SCCM or InTune.
11. Have exposure to and demonstrate experience with management of security alerts and incidents.
12. Be willing and capable to work well within a team environment.
13. Be able to clearly communicate technical solutions in a user-friendly and professional manner demonstrating a customer service mindset.

Education:

1. Third Level Education Qualification is preferable.

PFH Technology, owned by Ricoh – a Japanese-based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork, and Galway. #J-18808-Ljbffr