IT Service Technician

We are looking for a customer facing Managed Services Technician to deliver high-quality, proactive, and reactive support to our managed clients. You'll own incidents and service requests across the Microsoft 365 stack, Windows endpoints/servers, networks, backup/security platforms, and common line-of-business apps. You'll work closely with the Service Desk, Deployment and IT Management teams to keep environments healthy., * Dealing with cyber security escalations from the service desk in a timely manner;

• Providing a high level of customer service by triaging, troubleshooting and resolving tickets via RMM/CRM tools and remote sessions;
• Document root cause, remediation steps and preventative measures;
• Carrying out incident resolution, by talking customers and internal staff through a series of actions over the phone and/or remotely logging on to customers computers, to help resolve issues;
• Help administer the company's customer-facing security stack with pro-active monitoring and remediation;
• Troubleshooting firewalls, switching, Wi-Fi, VLANs, VPN and SD-WAN;
• Prioritise and manage multiple open cases at one time;
• Rapidly establish a good working relationship with customers and other departments;
• Maintain detailed call activity reports;
• Meet and exceed the Company's service standards;
• Works as part of a team to actively ensure the retention of the Company's customer base through the efficient delivery of all Service Level Agreements.

General:

• Work as a member of the Company team to resolve problems, facilitate solutions and enhance customer service offerings;
• Maintain a positive work atmosphere by communicating and collaborating with customers, suppliers, colleagues, and management

Do you have experience in Windows?, Do you have a GCSE?, This is an exciting opportunity within a very successful and well-established business, who provide the systems, support and information to facilitate the efficient running of Pharmacies throughout Ireland. Our client is seeking a highly motivated individual who has a passion for delivering exceptional customer service through a diverse team. The ideal candidate will be enthusiastic, focused, driven and a team player!, * Educated to GCSE Level/Equivalent (Grade C);

• 3 years plus in an MSP or fast-paced IT/Cyber Security environment (L2 scope);
• Ability to work to project deadlines and clear objectives;
• Ability to work hard to maintain timely flow of customer requirements;
• Strong troubleshooting across Windows 10/11, M365 (Exchange/SharePoint/Teams), and basic networking (TCP/IP, DNS, DHCP, VLANs);
• Experience with RMM platforms;
• Familiarity with backup and endpoint security/EDR;
• Solid documentation habits and customer communication skills

• Competitive salary & on-call/OT allowance.
• Training budget and paid time for certifications (Microsoft/CompTIA/Vendor specific).
• Pension, holidays, and well-being support.
• Company Health Policy

If you are looking for a new challenge and want to be part of an exciting and thriving business, please apply.

Job Types: Full-time, Permanent

Pay: Up to £28,000.00 per year

Benefits:

• Additional leave
• Company pension
• Discounted or free food
• Free parking
• Health & wellbeing programme
• On-site parking