Responsibilities

Main responsibilities:

• Provide first level technical support and initial incident triage to Triangle’s enterprise clients, escalations happen by phone or email
• Effectively deal with infrastructure and environment technical issues which may have been discovered during an operational check of a client’s environment
• Ensure phones and emails are answered in a timely and professional manner and to specific SLAs/KPIs per client
• Logging of all calls and problems in Triangle’s ticketing system & follow through to resolution in a timely manner, always mindful of SLA’s and KPIs
• Resolution of common issues with minimal supervision or review whilst understanding the need to escalate issues within the team as necessary
• Escalate issues appropriately and with the required level of detail internally within Triangle or to relevant vendor while remaining within service levels - prompt client issue resolution is key
• Service requests – log and fulfil service requests as requested by the client and/or assigned by the Service Manager for the environment/account.
• Event management – investigate alerts received from the Triangle or customer monitoring system and determine appropriate actions to address these alerts.
• Operations Support - Complete daily/weekly/monthly environment checks across a variety of infrastructure technologies. Escalate issues to incident management as appropriate and work to resolve. Execute regular operational tasks, e.g. backup jobs, restores, alert audits
• Participate in and document environment knowledge sharing workshops with Level 2 and Level 3 technical specialists per environment to stay current with each environment under management
• Use own initiative to research technical solutions and update the Triangle knowledge base as appropriate
• Adhere and enforce all IT related procedures and policies as recommended by Triangle senior level technical and services staff
• Have excellent oral and written communication skills for effective dialogue with customers and colleagues
• Ensure that a strong customer service ethos is provided

Requirements

• This role would ideally suit candidates with 1-2 years’ experience in deskside support and or server administration who are interested in learning new technologies
• Exposure to/knowledge of VMware Virtual Infrastructure solutions and /or knowledge or exposure to Virtual Desktop solutions using VMWare Horizon or Citrix Xendesktop
• technologies; willing to accept future training and certification
• Exposure to/knowledge of LAN/WAN and networking principles and equipment, IP Telephony (Voice over IP) and server technologies as well as network security fundamentals.
• Exposure to/knowledge of server and storage technologies and enterprise backup technologies.
• Understanding of ITSM Service desk Tools and experience of ticket management.
• Knowledge of the Information Technology Infrastructure Library (ITIL) version 3. Certification advantageous but training will be provided
• Current MCSE or CCNA certification desirable
• Fluent English and eligible to work in Ireland

Role specific requirements

• Strong troubleshooting skills
• Excellent communications and organisational skills
• Team player
• Desire to learn
• Multi-tasking - Have the ability to thrive in a rapidly changing environment and handle
  multiple tasks at any given time, with impeccable attention to detail
• Proven customer support focus, ideally from reseller background