{"jobAd":{"id":"17047","type":"job_ad","attributes":{"title":"L3 Service Engineer","state":10,"state_name":"published","office_cities":["Porto","Braga"],"location":"Multiple Locations","closed_at":null,"created_at":"2023-01-20T15:28:19.473Z","company_id":6905,"updated_at":"2023-03-01T01:00:04.656Z","last_published_at":"2023-02-21T14:47:38.232Z","office_country_codes":["PT"],"relocation_paid":false,"visa_support":false,"citizenship":true,"remote_details":"Our main office is in Wexford, Ireland. We will make an office availabe in Porto or Braga. ","slug":"l3-service-engineer","project_duration":null,"location_icon":"hybridRemote","office_locations":[{"city":"Porto","country_code":"PT","google_place_id":"ChIJwVPhxKtlJA0RvBSxQFbZSKY","label":"Porto, Portugal"},{"city":"Braga","country_code":"PT","google_place_id":"ChIJZ9j1bLz-JA0RGOLRYkEFXbw","label":"Braga, Portugal"}],"timezone_label":null,"status_label":"Published","expires_days":null,"urls":null,"share_urls":null,"job_has_ats_offer":null,"company_has_ats":null,"country":"Portugal","waiting_counter":null,"inbox_counter":null,"review_counter":null,"waiting_new_counter":null,"inbox_new_counter":null,"review_new_counter":null,"status_color_class":"ld-status-color u-fill--puertoRico ","valid":null,"job_type":"Permanent","contractor":false,"permanent":true,"allows_remote":false,"rate":null,"salary":null,"experience_label":"Intermediate","experience_min":3,"experience_max":10,"preferred_language_label":"English","nice_to_have_language_label":null,"category":"Maintenance & Support","remote_working_label":"Hybrid","is_global_remote":false,"role_description":"

INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through our managed IT services. INNOVATEs professional services team supports our clients across - Networking | Security | Cloud Infrastructure | Communications | Cloud Productivity.

At our very core is how INNOVATE transform technology for our customers to deliver business outcomes that power their organisation. Our clients value how we provide a secure, resilient ICT infrastructure that increases productivity and supports their business strategy.

The Role

Advanced support of Client issues across the full range of implemented technologies
Provide mentoring to more junior team members and assist them in their development through imparting knowledge and answering queries
Maintain a positive relationship with clients by ensuring that expectations are met or exceeded
Work on scheduled calls as assigned by the Service Manager efficiently in time allocated
Provide call back support for overflow calls during busy periods
Perform remote system health checks and new site surveys
Assist in the maintenance of the RMA process with suppliers and vendors

KEY RESPONSIBILITIES

Have experience of working under pressure and excellent problem solving skills
Deal with support calls escalated from level 1 and 2 engineers
Familiarise yourself and become proficient in the use of the ConnectWise PSA system
Update and maintain all customer site documentation and configuration information in ConnectWise
Maintain the ConnectWise customer information database with all customer site documentation
Be professional, polite, courteous and clear when dealing with customers via telephone and email
Provide advice and guidance to clients in line with industry best practice

","main_requirements":"

Competencies (Technical and Behavioural)

TECHNICAL

Minimum of three years experience working in similar role
Excellent technical knowledge of server hardware and Microsoft Server operating systems
MCSA certification and CCNA certification a distinct advantage
Knowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM)
Excellent knowledge of Hyper-V or competing virtualization platform
Experience with Office365 Migrations an advantage

BEHAVIOURAL

The Level 3 Technical Engineer role requires the following set of behavioural competencies:

Ability to work on own initiative and as part of a team
Ability to learn quickly new technologies
Have experience of working under pressure and good problem solving skills
Participate in project work as assigned by support team lead and management
Be professional, polite, courteous and clear when dealing with customers via telephone and email
Through continued education and examinations become a more valued team member with a broader range of skills
Self-starter with ability to work on own initiative
Must be innovative, forward-looking, dynamic, proactive and hardworking, placing standard-leading
Customer Service at the centre of all decisions and at the top of all priorities
Ability to prioritise and to remain results/output orientated
Strong administrative and reporting skills
Excellent interpersonal and communication skills ability to communicate at all business levels
Ability to prioritise and to remain results/output orientated

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L3 Service Engineer at INNOVATE

Hyper-V

CCNA-Cisco Certified Network Associate

Microsoft Windows Server

Job at INNOVATE in ["Porto", "Braga"]