Level 3 Support Engineer

Level 3 Support Engineer Image
Level 3 Support Engineer

Dublin South



Ref: E9138SCG

Job Description

My South Dublin based client is looking for a Level 3 Support Engineer to begin work ASAP on a permanent basis.

Job Responsibilities

  • Remote support of our enterprise mobility solutions which include the areas of Mobile Device Management (MDM), Mobile Threat Prevention (MTP), Enterprise File Sync & Share (EFSS)
  • To deliver a high standard customer service and build strong relationships with customers
  • Responsible for Level 3 service desk tickets and bring them to resolution
  • Escalate appropriate issues to Product Vendors, Service, Operations Manager & Customer Success Manager
  • Work to deliver SLAs
  • Provide expert product knowledge and best practices recommendations to customers
  • Test and explore new features in existing enterprise mobility solutions
  • Constantly looking to self-improve on a day-to-day basis through experiences, training and certification
  • Act as a mentor for Level 2 support engineers to help them progress in their career
  • Create knowledge articles for the internal resources

Experience Required

  • Minimum 5 years relevant experience, preferably a mix of security, support and systems integration
  • Experience with Mobile Operating systems such as iOS, Android and Windows Phone
  • Excellent customer experience
  • Clear communicator with excellent written skills as a large proportion of our transactions are via ticketing
  • Excellent problem solver and correcting any issues found
  • Strong mentoring skills

Essential / Desirable Skills

  • Strong knowledge of:
    o Underlying technologies that support enterprise mobility products
    o Microsoft Exchange 2003/2007/2010, particularly ActiveSync
    o Active Directory or other LDAP based directories such as Domino
    o Cisco, Juniper & CheckPoint firewall configuration
    o Microsoft Office 365/ Azure AD
    o VMWare administrator
    o SSL PKI
  • Working experience with the following a major bonus:
    o Microsoft Intune/EMS
    o MobileIron, vmware airwatch, IBM MaaS360
    o Client certificate authentication, Kerberos Constrained Delegation, SCEP
    o Linux or Cisco command line interaction
    o TCP/IP, DNS, routing, NAT, firewalls, VPNs, VLANing

Educational Requirements

  • 3rd level qualification in computer science or technical discipline
  • Industry qualifications such as CCNA

Working Hours/Benefits

  • 37.5 hours per week
  • Some flexibility in work hours
  • Pension
  • Healthcare

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

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