IT Support Engineer - Level 2

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    "description": "<p><span style=\"font-weight: bold\">PFH Technology are currently looking for an experienced L2 IT Support Engineer to join our team in Dublin.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Contract:</span> Permanent contract</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Onsite</span>: 4 days per week onsite, work from home on Fridays</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Location: </span>Dublin 1, with free onsite parking</p>\n<p><br></p>\n<p>Prerequisites: <span style=\"color: rgba(0, 0, 0, 0.9); font-size: 10pt\">ITIL V4, Microsoft Certifications including MD 102</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Skills/Requirements </span></p>\n<ol>\n<li><span style=\"font-weight: bold\"> Technical Skills</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Operating Systems:</span> Advanced knowledge of various operating systems like Windows, macOS, and Linux.\n<ul>\n<li>Installing, configuring, and troubleshooting OS-related issues.</li>\n<li>Knowledge of Active Directory (AD), Group Policies, and domain-related issues (for Windows environments).</li>\n</ul>\n</li>\n<li><span style=\"font-weight: bold\">Network Troubleshooting:</span>\n<ul>\n<li>In-depth understanding of networking concepts such as DNS, DHCP, TCP/IP, subnetting, VLANs, and firewalls.</li>\n<li>Diagnosing and resolving issues related to routers, switches, firewalls, and VPNs.</li>\n<li>Monitoring and maintaining network performance.</li>\n</ul>\n</li>\n<li><span style=\"font-weight: bold\">Hardware and Software Troubleshooting:</span>\n<ul>\n<li>Ability to diagnose hardware failures (laptops, desktops, servers).</li>\n<li>Knowledge of software deployment, updates, and patch management.</li>\n</ul>\n</li>\n<li><span style=\"font-weight: bold\">Virtualization:</span> Familiarity with virtualization platforms like VMware, Hyper-V, or VirtualBox.</li>\n<li><span style=\"font-weight: bold\">Cloud Technologies:</span> Understanding cloud platforms (AWS, Azure, Google Cloud) and managing cloud services like virtual machines, storage, and cloud backups.</li>\n<li><span style=\"font-weight: bold\">Scripting and Automation:</span> Basic scripting knowledge (PowerShell, Bash, Python) for automating routine tasks and troubleshooting complex issues.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Advanced Troubleshooting and Problem Solving</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Root Cause Analysis:</span> Ability to perform deep dives into issues to identify root causes rather than simply resolving symptoms.</li>\n<li><span style=\"font-weight: bold\">Log Analysis:</span> Reading and interpreting system and network logs to diagnose and resolve technical issues.</li>\n<li><span style=\"font-weight: bold\">System Performance Tuning:</span> Diagnosing performance bottlenecks in hardware, applications, and networks, and suggesting improvements.</li>\n<li><span style=\"font-weight: bold\">Incident Management:</span> Following standard ITIL (Information Technology Infrastructure Library) practices for incident escalation, documentation, and resolution.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Communication Skills</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Customer Service:</span> Communicating complex technical information in a user-friendly way to non-technical staff or clients.</li>\n<li><span style=\"font-weight: bold\">Collaboration:</span> Working effectively with Level 1 (frontline) support teams, and escalating issues to Level 3 or specialized support teams when necessary.</li>\n<li><span style=\"font-weight: bold\">Documentation:</span> Creating and updating technical documentation, including knowledge base articles and standard operating procedures (SOPs).</li>\n<li><span style=\"font-weight: bold\">Ticket Management:</span> Using ticketing systems (e.g., Jira, ServiceNow, Zendesk) to manage and resolve technical support requests.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Security Awareness</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Cybersecurity Knowledge:</span> Awareness of security best practices, threat mitigation, and basic concepts like encryption, VPNs, multi-factor authentication (MFA), and firewalls.</li>\n<li><span style=\"font-weight: bold\">Endpoint Security:</span> Ensuring that workstations, laptops, and mobile devices are secured against potential threats.</li>\n<li><span style=\"font-weight: bold\">Backup and Disaster Recovery:</span> Familiarity with backup solutions, disaster recovery planning, and ensuring data integrity.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Database Management</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Basic SQL Knowledge:</span> Understanding of databases and SQL queries for troubleshooting database-related issues or working with database administrators (DBAs).</li>\n<li><span style=\"font-weight: bold\">Backup and Restore:</span> Ability to perform basic database backups and restore operations in case of failure.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Project Support</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Support for IT Projects:</span> Participating in IT projects such as software rollouts, infrastructure upgrades, or migrations.</li>\n<li><span style=\"font-weight: bold\">Change Management:</span> Understanding change control processes and ensuring that system changes are well-documented and implemented according to organizational policies.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Remote Support Tools</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Remote Troubleshooting:</span> Proficiency with tools like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP) for assisting users remotely.</li>\n<li><span style=\"font-weight: bold\">Monitoring Tools:</span> Familiarity with network and system monitoring tools (e.g., Nagios, SolarWinds, PRTG) to proactively identify issues.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Time Management and Prioritization</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Task Prioritization:</span> Ability to prioritize tasks based on the severity and impact of technical issues.</li>\n<li><span style=\"font-weight: bold\">Multitasking:</span> Managing multiple incidents or service requests at the same time while ensuring timely resolution.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Vendor and Third-Party Support</span></li>\n</ol>\n<ul>\n<li><span style=\"font-weight: bold\">Vendor Management:</span> Liaising with third-party vendors for escalated technical issues related to specific hardware or software products.</li>\n<li><span style=\"font-weight: bold\">Warranty and RMA (Return Merchandise Authorization) Management:</span> Handling warranty claims and equipment replacements through vendor support.</li>\n</ul>\n<ol>\n<li><span style=\"font-weight: bold\"> Certifications:</span></li>\n</ol>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Essential</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-weight: bold\">Microsoft Certifications:</span> (e.g., Microsoft Certified: Azure Administrator, Microsoft 365 Certified).</li>\n<li><span style=\"font-weight: bold\">ITIL Foundation V4:</span> For understanding IT service management (ITSM) processes.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Optional but Beneficial</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-weight: bold\">CompTIA Network+, CompTIA Security+</span> for networking and security fundamentals.</li>\n<li><span style=\"font-weight: bold\">Cisco Certifications:</span> (e.g., CCNA for networking fundamentals).</li>\n</ul>\n<p> </p>\n<p> </p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Education</span></p>\n<ul>\n<li>Third Level Education Qualification is preferable.</li>\n</ul>\n<p> </p>\n<p>PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.</p>\n<p> </p>\n<p>IND1</p>",
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