Company Overview: INNOVATE continues to grow by adding ambitious, talented people to the team and has an excellent opportunity for a L3 Service Engineer.
This role is onsite in Gorey, Co. Wexford.
INNOVATE is a leading provider of secure, resilient IT infrastructure and telecommunications solutions, with ongoing managed IT services support.
Our professional services team supports clients across various domains, including Networking, Security, Cloud Infrastructure, Communications, and Cloud Productivity.
At the heart of INNOVATE is a commitment to transforming technology for our customers to drive measurable business outcomes.
Role Overview: As an L3 Service Engineer at INNOVATE, you'll play a key role in resolving advanced client issues across a diverse range of technologies, mentoring junior team members, and ensuring client satisfaction through excellent problem-solving and service delivery.
This role involves supporting critical IT operations and includes tasks like system health checks, project work, and maintaining essential client documentation using ConnectWise.
Key Responsibilities:Advanced Support & Escalation: Address and resolve issues escalated from L1 and L2 engineers, particularly those involving complex environments or integrations.Client Relationships: Maintain positive client relationships by ensuring timely and effective communication, managing expectations, and delivering quality service.Scheduled & Overflow Support: Work efficiently on scheduled calls and provide overflow support during high-demand periods.System Health & Documentation: Perform remote system health checks, new site surveys, and ensure accurate documentation in ConnectWise.Supplier & Vendor Coordination: Support and maintain the RMA process with suppliers and vendors, ensuring equipment and services are up-to-date and functional.Mentorship: Provide guidance to junior team members, fostering growth and knowledge-sharing within the team.Technical Skills:Core Competencies: Proficiency in Active Directory, Azure AD Integration, MS Intune, MS 365 server migrations, and ConnectWise PSA.Server & Virtualization: Strong technical expertise with server hardware, Microsoft Server operating systems, and virtualization platforms (Hyper-V preferred).Certifications: MCSA and CCNA are highly advantageous.Microsoft Ecosystem: In-depth knowledge of Microsoft operating systems (desktop and server) and related applications (Exchange, RDS, SQL, AD, SCCM).Office 365 Migrations: Demonstrated expertise in Office 365 migrations is essential.Competencies (Technical and Behavioural):Initiative & Teamwork: Ability to work independently and collaboratively within a team.Problem-Solving Under Pressure: Skilled in handling high-pressure scenarios and solving technical issues efficiently.
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