Advanced Technical Support Specialist
hace 3 semanas
Company Overview: INNOVATE Skillsource is a leading provider of secure, resilient IT infrastructure and telecommunications solutions. We support clients across various domains, including Networking, Security, Cloud Infrastructure, Communications, and Cloud Productivity.
Job Description: As an L3 Service Engineer at INNOVATE, you will play a key role in resolving advanced client issues, mentoring junior team members, and ensuring client satisfaction through excellent problem-solving and service delivery. This role involves supporting critical IT operations and includes tasks like system health checks, project work, and maintaining essential client documentation using ConnectWise.
Estimated Salary: €60,000 - €80,000 per annum, depending on experience and qualifications.
Key Responsibilities:
- Advanced Support & Escalation: Address and resolve issues escalated from L1 and L2 engineers, particularly those involving complex environments or integrations.
- Client Relationships: Maintain positive client relationships by ensuring timely and effective communication, managing expectations, and delivering quality service.
- Scheduled & Overflow Support: Work efficiently on scheduled calls and provide overflow support during high-demand periods.
- System Health & Documentation: Perform remote system health checks, new site surveys, and ensure accurate documentation in ConnectWise.
- Supplier & Vendor Coordination: Support and maintain the RMA process with suppliers and vendors, ensuring equipment and services are up-to-date and functional.
- Mentorship: Provide guidance to junior team members, fostering growth and knowledge-sharing within the team.
Required Skills & Qualifications: Proficiency in Active Directory, Azure AD Integration, MS Intune, MS 365 server migrations, and ConnectWise PSA. Server & Virtualization: Strong technical expertise with server hardware, Microsoft Server operating systems, and virtualization platforms (Hyper-V preferred). Certifications: MCSA and CCNA are highly advantageous. Microsoft Ecosystem: In-depth knowledge of Microsoft operating systems (desktop and server) and related applications (Exchange, RDS, SQL, AD, SCCM). Office 365 Migrations: Demonstrated expertise in Office 365 migrations is essential.
Benefits: Competitive salary, comprehensive training and development opportunities, and a dynamic work environment.
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