IT Field Support Engineer

Job Overview

IT Field Support Engineer- Dublin

As an IT Field Support Engineer, you will be responsible for engaging in customer IT projects right through from pre-planning, implementation and finally through to acceptance and handover to the customer. You will also act as an escalation and resolution point for critical support issues and you will support your colleagues as required for senior technical queries. You will also have excellent customer facing experience and strong communication skills.

Key responsibilities:

  • Answer calls from customers and log tickets correctly
  • Triage tickets as required and advise senior staff and management if escalation needed
  • Ensure own tickets are closed in a timely manner, escalate as necessary to ensure customer requirements are met
  • Maintain good customer communication and updates for all tickets and projects
  • Drive resolutions for customers, mobilizing the necessary resources and personnel of DNA
  • Log all time correctly in required tools to ensure reporting is accurate.
  • Constantly engage in own professional development
  • Complete projects in allocated time
  • Perform onsite activities as required
  • Mentor and coach more junior members of staff

Essential experience:

Specific Skills:

  • Excellent written and verbal communication skills
  • Ability to prioritise and manage multiple tasks and meet deadlines
  • Good troubleshooting and analytical skills with ability to diagnose the key issues in a timely manner
  • Ability to work under pressure and maintain a calming approach with our customers
  • Ability to work as team member
  • Customer focused and leadership mindset
  • Motivated and self-directed
  • Ambitious and willing to grow as our company develops
  • Full driving license

Key Technical Skills (Essential):

  • MS Exchange Server
  • Active Directory
  • Windows 7 - 10
  • MS-office suite

Key Technical Skills (Nice to have):

  • TCP/IP Protocols
  • VMWare
  • VEEAM
  • MCP certification is advantageous
  • Firewalls / Networking (Watchguard, Cisco, Juniper)
  • Strong knowledge of server and storage infrastructure
  • Good knowledge of Cloud Platforms- using IBM Cloud- wish list

Keywords:

IT Service Delivery, Office 365, Exchange, Windows 10, Active Directory

To apply for this IT Field Support Engineer role, please apply today!

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