IT Support Engineer, Level 2

PFH Technology are currently looking for an experienced L2 IT Support Engineer to join our team in Dublin.

Objective: Provide hands on end user support, administration, installation and issue resolution onsite for our client.

Contract: 12-month contract (with expected extensions)

Location: Fully onsite, Dublin 1

Prerequisites: ITIL V4, Microsoft Certifications including MS 900

Skills/Requirements

1. Technical Skills

• Operating Systems: Advanced knowledge of various operating systems like Windows, macOS, and Linux.
  • Installing, configuring, and troubleshooting OS-related issues.
  • Knowledge of Active Directory (AD), Group Policies, and domain-related issues (for Windows environments).
• Network Troubleshooting:
  • In-depth understanding of networking concepts such as DNS, DHCP, TCP/IP, subnetting, VLANs, and firewalls.
  • Diagnosing and resolving issues related to routers, switches, firewalls, and VPNs.
  • Monitoring and maintaining network performance.
• Hardware and Software Troubleshooting:
  • Ability to diagnose hardware failures (laptops, desktops, servers).
  • Knowledge of software deployment, updates, and patch management.
• Virtualization: Familiarity with virtualization platforms like VMware, Hyper-V, or VirtualBox.
• Cloud Technologies: Understanding cloud platforms (AWS, Azure, Google Cloud) and managing cloud services like virtual machines, storage, and cloud backups.
• Scripting and Automation: Basic scripting knowledge (PowerShell, Bash, Python) for automating routine tasks and troubleshooting complex issues.

1. Advanced Troubleshooting and Problem Solving

• Root Cause Analysis: Ability to perform deep dives into issues to identify root causes rather than simply resolving symptoms.
• Log Analysis: Reading and interpreting system and network logs to diagnose and resolve technical issues.
• System Performance Tuning: Diagnosing performance bottlenecks in hardware, applications, and networks, and suggesting improvements.
• Incident Management: Following standard ITIL (Information Technology Infrastructure Library) practices for incident escalation, documentation, and resolution.

1. Communication Skills

• Customer Service: Communicating complex technical information in a user-friendly way to non-technical staff or clients.
• Collaboration: Working effectively with Level 1 (frontline) support teams, and escalating issues to Level 3 or specialized support teams when necessary.
• Documentation: Creating and updating technical documentation, including knowledge base articles and standard operating procedures (SOPs).
• Ticket Management: Using ticketing systems (e.g., Jira, ServiceNow, Zendesk) to manage and resolve technical support requests.

1. Security Awareness

• Cybersecurity Knowledge: Awareness of security best practices, threat mitigation, and basic concepts like encryption, VPNs, multi-factor authentication (MFA), and firewalls.
• Endpoint Security: Ensuring that workstations, laptops, and mobile devices are secured against potential threats.
• Backup and Disaster Recovery: Familiarity with backup solutions, disaster recovery planning, and ensuring data integrity.

1. Database Management

• Basic SQL Knowledge: Understanding of databases and SQL queries for troubleshooting database-related issues or working with database administrators (DBAs).
• Backup and Restore: Ability to perform basic database backups and restore operations in case of failure.

1. Project Support

• Support for IT Projects: Participating in IT projects such as software rollouts, infrastructure upgrades, or migrations.
• Change Management: Understanding change control processes and ensuring that system changes are well-documented and implemented according to organizational policies.

1. Remote Support Tools

• Remote Troubleshooting: Proficiency with tools like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP) for assisting users remotely.
• Monitoring Tools: Familiarity with network and system monitoring tools (e.g., Nagios, SolarWinds, PRTG) to proactively identify issues.

1. Time Management and Prioritization

• Task Prioritization: Ability to prioritize tasks based on the severity and impact of technical issues.
• Multitasking: Managing multiple incidents or service requests at the same time while ensuring timely resolution.

1. Vendor and Third-Party Support

• Vendor Management: Liaising with third-party vendors for escalated technical issues related to specific hardware or software products.
• Warranty and RMA (Return Merchandise Authorization) Management: Handling warranty claims and equipment replacements through vendor support.

1. Certifications:

Essential

• Microsoft Certifications: (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified).
• ITIL Foundation V4: For understanding IT service management (ITSM) processes.

Optional but Beneficial

• CompTIA Network+, CompTIA Security+ for networking and security fundamentals.
• Cisco Certifications: (e.g., CCNA for networking fundamentals).

Education

• Third Level Education Qualification is preferable.

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

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