Overview
At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.
For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.
Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.
We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.
If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.
The Role
This role is within the Service Desk Team in the Service Centre Department of the Viatel Digital Services business unit. The role requires a minimum of 2-3 years of experience in the use of Microsoft Azure, Microsoft 365, Virtualisation solutions, Data Protection and Security technologies and desire to further develop skills in emerging technologies including Data Management, AI & Cyber Security.
Key Responsibilities
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Manage tickets (incidents and service requests) assigned and ensuring high quality service with prompt response and engagement with the customer.
- Resolve incidents following the incident management process within agreed SLA timeframes.
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Fulfil service requests following the service request management process within the agreed SLA timeframes.
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Provide technical support covering a broad range of ICT services and technologies including user endpoint device support, on premises & Cloud infrastructure, Microsoft 365 Email, Data backup solutions, security solutions (e.g., MS Defender, Sophos) and networks.
- Assist in resolving incidents with engagement with internal IT teams and 3rd party providers.
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Promote, develop, and maintain a positive experience to the customers.
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Ad-hoc Remote and Internal Project work.
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Additional projects as required such as preparing system and user documentation and testing.
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Participate as a key technical resource in the resolution of major incidents.
- Comply, maintain, and promote information security in Viatel.
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Build strong and valued customer relationships with assigned customers.
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Understand customer priorities and ensuring services delivered are aligned accordingly.
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Ensure services deliver high levels of customer satisfaction and quality.
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Identify service improvement opportunities and proactively recommend enhancements.
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Develop and instil a positive, collaborative and customer-focused culture.
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Coach and support other Service Desk Engineers.
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Assist in evaluating new technologies, services and processes.
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Maintain and extend technical certification
- Minimum of 2-3 years experience in a similar role.
- Relevant experience and/or certification in:
- Desktop Services
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Windows OS, Microsoft 365 Desktop Services
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Anti-Virus Services (MS Defender, Sophos)
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Cloud Services
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Microsoft Azure
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Microsoft 365 Intune, Entra ID, Defender, SharePoint, Teams
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Virtualisation
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Azure Virtual Desktop, VMware, vSphere
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Compute, Storage & Networking Infrastructure
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HPE / Dell
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Firewalls, Access Points, Switches (FortiGate, SonicWALL, Sophos)
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Windows Server
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Data Protection
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Azure Backup/DPM, Azure Site Recovery
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Commvault, Veeam
- ITIL Certified or relevant experience.
- Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.
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Knowledge of cybersecurity frameworks and compliance standards.
General Requirements:
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Ideally previous experience in a service desk in an ICT Managed Services (MSP) environment.
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Focused on delivering exceptional technical support service.
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Demonstrable experience in delivering technical support services meeting SLA/KPI objectives.
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Ability to manage multiple customers and priorities simultaneously.
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Experienced in managing and improving technical services.
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Good knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.
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Strong communication and client-facing skills with a customer-first mindset.
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Excellent troubleshooting and analytical skills.
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Highly organised with strong attention to detail.
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Proactive and improvement oriented.
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Professional, approachable and supportive mentor.
- Strong communication, interpersonal skills and ability to lead by example.
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High level of flexibility, enthusiastic, willingness to learn and develop.
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Willingness to travel, if required.
What we offer:
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Health Insurance Contribution
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Pension (company matched up to 5%)
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Cycle to Work
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Discounted Broadband
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Income Protection
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Maternity/Paternity Benefit
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Flexi Days during summer months
