SUPPORT ENGINEER LEVEL 2

Innovate is one of the fastest growing technology companies in Ireland, applying market leading technology implementation while connecting business customers at an exponential rate across Ireland and the UK.

Innovate’s brand values are Customer Service and Innovation. The customer and our people are the two most important stakeholders to our organisation. Innovate continues to grow by adding ambitious, talented people to the team.

Innovate is structured around a Shared Services Team and two business units. The Shared Services Team includes the Finance, Operations, People Management, Marketing and Product Development functions. The two business units are VoiceGrid and Innovate.

THE SUPPORT ENGINEER LEVEL 2 ROLE WITHIN INNOVATE/THE PURPOSE OF THE ROLE:

• Provide second level support to our existing customer base both remotely and on-site as required by scheduled tickets being assigned to you
• Provide second level support for customers who have scheduled on-site days
• Ensure that customer expectations are met or exceeded
• Answer incoming support calls and log all tickets in the ConnectWise system
• Acknowledge and provide second level support for all new calls in ConnectWise
• Work on scheduled calls as assigned by the support team lead in time allocated
• Provide call back support for overflow calls during busy periods
• Perform on site hardware installations for existing and new customers
• Perform on site system health checks and new site survey’s when scheduled
• Provide pre-sales information to sales team members on product technical

KEY RESPONSIBILITIES:

• Provide in house second level support to both Innovate and VoiceGrid users
• Escalate calls to other Helpdesk Engineers where appropriate
• Carry out remedial work on logged tickets as instructed by other helpdesk engineers
• Assist in the receipt and checking of incoming deliveries
• Assist in the maintenance of the RMA process with suppliers and vendors
• Assist in the maintenance of all Internal IT Systems
• Troubleshoot and escalate where necessary all tickets generated as a result of failed backups
• Familiarise yourself and become proficient in the use of the ConnectWise PSA system
• Constant reviewing and acknowledgment of new calls in the ConnectWise Service Desk
• Update and maintain all customer site documentation and configuration information in ConnectWise
• Maintain the ConnectWise customer information database
• Familiarise yourself with all customer site documentation
• Assist in keeping the network control centre clean and ensuring all hardware is stored away
• Encourage all existing customers to log calls via the support email address

COMPETENCIES (TECHNICAL AND BEHAVIOURAL)

TECHNICAL

• Minimum of three years’ experience working in similar role
• Strong technical knowledge of server hardware, Microsoft Server operating systems and Virtualisation
• Obtained current Microsoft Server Certifications
• Knowledge of Microsoft operating systems (desktop and servers) and applications related (Exchange, RDS, SQL, AD, SCCM)
• Knowledge of Hyper-V or competing virtualization platform

BEHAVIOURAL

The Support Engineer role requires the following set of behavioural competencies:

• Ability to work on own initiative and as part of a team
• Ability to learn quickly new technologies
• Have experience of working under pressure and good problem solving skills
• Participate in project work as assigned by support team lead and management
• Be professional, polite, courteous and clear when dealing with customers via telephone and email
• Through education and examinations become a more valued team member with a broader range of skills