L2 Support Engineer

Job Title: L2 Support Engineer
Contract Type: Permanent
REF: 124170
Contact Name: Gavin Kennedy
Contact Email: gavin@rftgroup.ie
Job Published: over 1 year ago

Job Description

L2 Support Engineer
IT Infrastructure Support Engineer
Our client is an IT Support Services company primarily focused on servicing medium-sized businesses across a wide variety of industries in the Dublin area. We provide solutions which range from on-premises to hybrid to full cloud solutions, depending on the customer requirements.
We are currently looking to employ a Level 2 Support Engineer to grow our team to service our growing client list.

Operating in a busy environment, the role consists of providing infrastructure support services to a wide variety of clients, both via remote and onsite service. The role will also involve assisting L1 and L3 engineers with support tickets where necessary.
At present we operate a hybrid working model, which means that the role consists of office-based, field-based, and home-based working.

  • Support client IT Systems using remote and onsite support.
  • Onsite installations of IT Systems where required at customer sites.
  • Rapidly respond to, troubleshoot, and resolve any client issues/outages/application problems.
  • Troubleshoot and resolve IT Infrastructure issues, including
    • PCs o Printers o Servers
    • Email/Office365
    • Backups
    • Broadband connectivity
    • LAN connectivity
    • Security (virus/malware/ransomware/phishing, etc.)
    • Cloud Services
  • Record calls on in-house system to provide an information database concerning customers/calls/queries.
  • Ownership of assigned tasks and resolution of customer problems within SLA.
  • Record in a timely manner all time spent on support tickets.
  • Escalate calls where necessary to Level 3 Support.
  • Conform to all relevant laws and licenses applicable.
  • Notify management of fault trends and issues and advise of solutions to fit the organisation to ensure that technical problems are eliminated.
  • Document procedures and write reports where necessary.

Technical Experience:
We are looking for someone with an all-round grasp of IT solutions for the SME sector, and more specifically experience of configuring, troubleshooting, and supporting all or most of the items listed below:
  • Networking (WLANs, VLANs, DNS, DHCP)
  • IT Security
  • Windows Client and Server Operating Systems
  • Hyper-V
  • Office365 (administration & migration)
  • SonicWall Firewalls
  • Sophos antivirus/antimalware solutions
  • RDS
  • SQL Server
  • Microsoft Azure IaaS
Desirable Qualifications:
  • Microsoft MCSA
  • ITIL Foundation (or higher)
  • CompTIA A+/Server+/Network+/Security+
  • SonicWall/Sophos certification
  • Other industry relevant qualifications
Skills Requirements:
  • A self-starter – ability to work on one’s own initiative and demonstrate diligent working methods.
  • The ability to project manage their own work.
  • Be a team player with excellent customer focus.
  • Excellent communications ability (both verbal and written), including reporting/escalation skills.
  • Research and analytical skills/problem solving ability.
  • 4 – 6 years industry experience in a similar environment and across a wide variety of industries
Other Requirements:
  • Own car and full clean driving licence.
CV to gavin@rftgroup.ie 01 2302400 www.rftgroup.ie