Level 2 Service Engineer (Voice)

Level 2 Service Engineer (Voice)

INNOVATE - The IT Solutions People is the Leading Managed IT and Cloud Service Provider in Ireland.

INNOVATE continues to grow by adding ambitious, talented people to the team and has an excellent opportunity for a Level 2 Service Engineer (Voice).

Location - Gorey

The Company

INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through our managed IT services. INNOVATE’s 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 voice and networking 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 survey’s

• 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

• Familiarize 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 and upgrade all internal IT systems

Competencies (Technical and Behavioural)

TECHNICAL

• Minimum of three years’ experience working in similar role

• Excellent technical knowledge of server hardware and operating systems; Windows, Linux preferably CentOS.

• Cisco certification a distinct advantage

• Knowledge of Asterisk Management

• Knowledge of MySQL & VMWare

• Familiar with MOR or another billing platform

• Excellent knowledge of Voice Hardware and networking, WAN & LAN

• Experience with Monitoring and Management Tools.

BEHAVIOURAL

The Level 2 Service Engineer (Voice) 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 hard-working, 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