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- Tasks: Join us as a Level 2 IT Support Engineer, tackling client projects and service desk escalations.
- Company: Be part of a leading international company specialising in IT support and cybersecurity.
- Benefits: Enjoy a competitive salary, company bonus, education reimbursement, and career development opportunities.
- Why this job: This role offers hands-on experience, a chance to innovate, and the potential for career growth.
- Qualifications: Experience in IT support, network installations, and cloud skills are preferred; certifications are a plus.
- Other info: Flexible working hours, travel opportunities, and a vibrant team culture await you!
We have an exceptional opportunity for a driven, tech savvy Level 2 IT Support Engineer to join a leading international company with operations in Dublin, United Kingdom and USA. Our client specialises in proactive, secure, and highly efficient IT support, cybersecurity, and cloud management services, providing cutting-edge solutions to businesses worldwide.
We are eager to speak with applicants with proven technical skills, looking for an opportunity to bring fresh new ideas and has a desire to progress in their career, taking on more responsibilities and becoming a future industry leader.
Main Responsibilities for the successful Level 2 IT Support Technician:
- Act as a second line escalation point for service team members.
- Manage a queue of varied customer tickets, bringing each to a mutually satisfactory resolution, which can also include utilising other departments or tiers of support.
- Ensure tickets are resolved within the required KPI/SLA.
- Adapt to the technical level of the customer, to best facilitate effective communication of solutions or guidance in ongoing troubleshooting.
- Be flexible, adaptive, and able to follow and contribute to potential directional changes.
- Exceed customer satisfaction, phone, productivity, and other individual and team targets.
- Continuous process improvement, updating documentation on process and procedures and introducing innovative ideas to improve service and efficiency.
- Ability to compile and present reports to management detailing KPI figures.
- Occasionally provide skilled front-line phone, e-mail and chat support to business customers.
- Where required, travel to site for the purpose of deployment of projects and if on-site resolution of technical issues is necessary.
Main requirements for the successful Level 2 IT Support Technician:
- Support experience both in the field and on-site.
- Network installations and configurations, ticketing system/RMM system experience.
- Windows server migration and installation (from scratch).
- GPO/AD management/ Domain migrations/ Firewall installations/ Layer 3 switches and VLAN knowledge/ Virtualization/VMWare/HyperV skills/ BCDR installation.
- Cloud skills (Azure is an advantage)/ Office 365 Migrations/ ConnectWise/Labtech (a huge plus!).
- Previous experience working in an MSP (an advantage).
- Higher Diploma/Certification (Network+, Security+, AZ-104, CCNA) is desirable, but not necessary if you know your stuff!
- Clean/full driving license is essential.
What we offer to the successful Level 2 IT Support Technician:
- Salary €38,000 - €42,000 per annum.
- Monday to Friday.
- Company Bonus.
- Unrivalled career development prospects and opportunity to progress.
- Education Reimbursement.
- Employee mentoring programme.
- Pension/ and Holiday/ insurance cover.
- Company Events.
If you are an IT savvy individual with a desire to progress and be part of a fantastic team, then this role is for you! Please do not hesitate to contact us for more details.
Level 2 IT Support Engineer employer: Paradigm Employment Services
Contact Detail:
Paradigm Employment Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Level 2 IT Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows server migration and Azure cloud services. Being able to discuss these topics confidently during an interview will show your technical prowess and enthusiasm for the role.
✨Tip Number 2
Highlight any previous experience you have in a Managed Service Provider (MSP) environment. This can set you apart from other candidates, as it demonstrates your understanding of the unique challenges and workflows in IT support.
✨Tip Number 3
Prepare to discuss your problem-solving skills and how you've handled customer tickets in the past. Use specific examples that showcase your ability to resolve issues efficiently while maintaining high customer satisfaction.
✨Tip Number 4
Since this role involves travel, be ready to talk about your flexibility and willingness to go on-site for installations or troubleshooting. Sharing past experiences where you've successfully adapted to changing environments can strengthen your application.
We think you need these skills to ace Level 2 IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Focus on your technical skills, such as network installations, Windows server management, and any cloud experience you have.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your desire to progress in your career. Mention specific examples of how you've exceeded customer satisfaction or improved processes in previous roles.
Highlight Relevant Certifications: If you have any certifications like Network+, Security+, or CCNA, make sure to mention them prominently in your application. Even if you don't have formal qualifications, emphasise your practical knowledge and experience.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved technical issues in the past. This could include managing customer tickets or adapting to different technical levels of clients.
How to prepare for a job interview at Paradigm Employment Services
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in detail. Highlight your experience with network installations, Windows server migrations, and any relevant certifications you hold. This is your chance to demonstrate how your skills align with the requirements of the Level 2 IT Support Engineer role.
✨Demonstrate Problem-Solving Abilities
Expect to be asked about past experiences where you've resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your ability to manage customer tickets and exceed service expectations.
✨Emphasise Communication Skills
As a Level 2 IT Support Engineer, effective communication is key. Be ready to explain how you adapt your communication style to suit different customers' technical levels. Share examples of how you've successfully communicated solutions or guidance during troubleshooting.
✨Express Your Desire for Growth
The company values individuals who are eager to progress in their careers. Be sure to convey your ambition and willingness to take on more responsibilities. Discuss your long-term career goals and how this position aligns with them, showing that you're committed to continuous improvement.
