Overview
Purpose of Role: The IT Support Engineer (Tier 2) will provide high-quality technical support to Viatel client across endpoints, infrastructure, cloud, Microsoft 365, Exchange, backups, and related technologies. Acting as an escalation point, they will resolve incidents within agreed SLAs, manage priorities in a busy service environment, and support project work, documentation, testing, security practices, and continuous improvement.
Location: Role is based on our client site in Co. Meath, 5 days per week
- Support client Endpoint devices.
- Support client on-premise & Cloud infrastructure.
- Support exchange, M365 issues.
- Support Backup Solutions.
- Support customers in their dealings with 3rd parties.
- Work with staff to promote, develop, and maintain a positive experience for the Client.
- Additional projects as required such as preparing system and user documentation and testing.
- Ad-hoc Remote and Internal Project work.
- Overseeing that all assigned tickets are resolved within their SLA.
- Manage major incidents from start to finish.
- Comply, maintain, and promote information security in Viatel.
- Assist in evaluating new technologies, services and processes to meet business/customer objectives.
- Maintain certification of existing and emerging technologies and evaluate the potential application for customer environments.
- Computer Science or Information Technology related 3rd level qualification
- Minimum of 2-3 years’ experience in a helpdesk/IT support role.
- Hands on (demonstrable) experience with Microsoft Azure, VMware ESX Server, or Hyper-V.
- Exchange & M365 experience.
- Technical Certifications (Microsoft, VMware) or equivalent experience.
- Setup, operation and troubleshooting of TCP/IP networking.
- Exposure to Business Continuity and Disaster Recovery
- Excellent Client facing skills.
- Excellent organizational skills and exceptional attention to detail.
- Strong communication, interpersonal skills and ability to lead by example.
- High level of flexibility, enthusiastic, willingness to learn and develop.
- Willingness to travel, if required.
This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.
