Level 1 Support Engineer

Dublin City Centre Location Hybrid Model - 2 Days/Week WFH (After an initial 6 weeks period) €35k-€40k/year DOE + On-call + Benefits I am keen to speak with candidates with 2+years broad IT experience doing L1, ideally in an MSP environment. Your Responsabilities: Manage all Incidents and service requests within SLA Log Incidents and Requests accurately in the PSA Tool (Autotask) Resolve technical problems with software applications or network systems Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask) Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards Escalate incidents to higher level when unable to resolve Create new/update existing Knowledge Articles within documentation platform (ITGlue) Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible Must be a self-starter capable of working on one’s own initiative  Your Experience and Education: 2+ years in a similar role MSP background is a strong advantage Excellent Trouble Shooting skills and must be able to demonstrate by way of example Fluent English and excellent written, verbal communication skills with attention to detail Able to think through, communicate and present information effectively to all levels within the organisation A flexible, can-do attitude IT qualification Diploma/Degree Microsoft Certifications desirable Active Directory Administration Office 365 Administration Excellent Desktop skills Please APPLY directly or contact me on (phone number removed) / (url removed) for more info