L3 Service Engineer

INNOVATE continues to grow by adding ambitious, talented people to the team and has an excellent opportunity for a L3 Service Engineer. This role in onsite in Gorey, Co. Wexford.

The Company

INNOVATE is a leading provider of secure, resilient IT infrastructure and telecommunications solutions, with ongoing managed IT services support. Our professional services team supports clients across various domains, including Networking, Security, Cloud Infrastructure, Communications, and Cloud Productivity. At the heart of INNOVATE is a commitment to transforming technology for our customers to drive measurable business outcomes. Our clients rely on us for secure, reliable ICT infrastructure that enhances productivity and aligns with their strategic goals.

The Role

As an L3 Service Engineer at INNOVATE, you'll play a key role in resolving advanced client issues across a diverse range of technologies, mentoring junior team members, and ensuring client satisfaction through excellent problem-solving and service delivery. This role involves supporting critical IT operations and includes tasks like system health checks, project work, and maintaining essential client documentation using ConnectWise.

Key Responsibilities

• Advanced Support & Escalation: Address and resolve issues escalated from L1 and L2 engineers, particularly those involving complex environments or integrations.
• Client Relationships: Maintain positive client relationships by ensuring timely and effective communication, managing expectations, and delivering quality service.
• Scheduled & Overflow Support: Work efficiently on scheduled calls and provide overflow support during high-demand periods.
• System Health & Documentation: Perform remote system health checks, new site surveys, and ensure accurate documentation in ConnectWise.
• Supplier & Vendor Coordination: Support and maintain the RMA process with suppliers and vendors, ensuring equipment and services are up-to-date and functional.
• Mentorship: Provide guidance to junior team members, fostering growth and knowledge-sharing within the team.

Technical Skills

• Core Competencies: Proficiency in Active Directory, Azure AD Integration, MS Intune, MS 365 server migrations, and ConnectWise PSA.
• Server & Virtualization: Strong technical expertise with server hardware, Microsoft Server operating systems, and virtualization platforms (Hyper-V preferred).
• Certifications: MCSA and CCNA are highly advantageous.
• Microsoft Ecosystem: In-depth knowledge of Microsoft operating systems (desktop and server) and related applications (Exchange, RDS, SQL, AD, SCCM)
• Office 365 Migrations: Demonstrated expertise in Office 365 migrations is essential.

Competencies (Technical and Behavioural)

• Initiative & Teamwork: Ability to work independently and collaboratively within a team.
• Problem-Solving Under Pressure: Skilled in handling high-pressure scenarios and solving technical issues efficiently.
• Client Communication: Professional, polite, and clear communication with clients via phone and email.
• Project Participation: Engage in project work as assigned by management, contributing to team objectives.
• Self-Motivation & Innovation: Proactive, dynamic, and committed to high standards of customer service, continuously learning and enhancing skills.
• Organizational Skills: Strong prioritization, administrative, and reporting skills, ensuring attention to detail and output-oriented results.
• Interpersonal Skills: Excellent communication skills, with the ability to engage effectively at all business levels.

This is an exciting opportunity to contribute to a team where innovation and client satisfaction are paramount. If you have a passion for technology and a commitment to excellence, we invite you to apply to join INNOVATE's expanding team.