LEVEL 3 SUPPORT ENGINEER

Job title:

LEVEL 3 SUPPORT ENGINEER

Company

Tierneys Office Automation

Job description

Tierney’s IT provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the Ireland and the UK. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.​We are currently recruiting an experienced and innovative Level 3 Support Engineer to join our Team. This is a new role within the IT Support Team and it will play pivotal part in enhancing customer outcomes and driving continuous improvements. Based in our offices in Ennis, Co.Clare, there is the option of hybrid work.Duties & Responsibilities

• Provide Level 3 remote support to customers in a fast-paced environment.

• Taking technical ownership of high priority customer issues.
• Root cause analysis of high priority issues and the responsibility for 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. 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 customers in designing data and network architecture as well as implementation and creation of technical support documentation in Hudu.

• Taking escalations from Level 2 engineers and act as the final point of escalation.

• Offering mentorship and oversight to the above.

• Liaising and working with third party vendor support to resolve customer problems.

• 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 plus years experience in a similar role, preferably within a multi-customer environment

• Broad and deep technical knowledge of multiple technologies.

• Microsoft or other industry certifications (e.g. MCSE,O365,Azure,Ubiquiti)

• Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)

• Solid knowledge of Microsoft Cloud technologies including Office 365 and Azure

• In-depth knowledge and experience of LAN and WAN technologies ie. switches, wireless and firewalls.

• Solid experience with data backups, disaster recovery and business continuity.

• Experience collaborating with third party vendor support, e.g. Sage 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

Salaryneg

Expected salary

Location

Ennis, Co Clare

Job date

Tue, 11 Mar 2025 23:38:38 GMT

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