IT Support Engineer (Level 2)

Main Purpose of Role

The IT Support Specialist (Level 2) is a key member of the SGS Ireland IT Technical Support Team providing second-line support across all business contracts and locations. The role is responsible for resolving incidents service requests and user queries in a professional timely and efficient manner while ensuring a high level of customer service and user satisfaction.

The successful candidate will have proven experience in delivering technical support across a range of software hardware and network environments. They will be skilled in diagnosing and resolving complex technical issues managing system updates and installations and providing clear guidance to users with varying levels of technical knowledge.

This role requires both remote and on-site support and demands a proactive customer-focused approach to problem-solving. The IT Support Specialist will contribute to maintaining system availability network reliability and overall IT service performance while continually identifying opportunities to improve processes enhance efficiency and support business operations.

Working collaboratively as part of a team is essential. The role holder must demonstrate a commitment to continuous learning professional development and keeping up to date with emerging technologies and industry best practices.

Primary Responsibilities

Address incidents and problems escalated from 1st level support.

Troubleshoot Microsoft Dynamics CRM incidents and problems.

Resolve Microsoft Windows incidents and problems both server and client OS

Investigate and resolve WAN/LAN connectivity issues.

Solve customer equipment and software issues.

Overall security incidents and problems

Replication of reported issues

Escalate technical issues to 3rd level support in a clear and timely manner.

Monitor performance of all service levels.

Ability to prioritise tickets and tasks.

Daily monitoring of network and infrastructure issues

Liaise with network provider and hardware support engineers.

Maintenance of all contract assets within client sites including upgrade replacement and installation of

hardware

Management of users on AD Phone Systems and Microsoft applications.

Deal with IT issues both locally and remotely across multiple contracts.

Report to Supervisor on progress of various tasks.

Create and update technical solutions on Service Management Tool.

At all times adopt a safe behaviour by exercising due regard for the health and safety of yourself

colleagues and clients in line with the Companys policies and procedures.

Ensure full compliance with the Companys Code of Integrity and act in accordance with SGS Irelands

Equality & Diversity Policy

Core Competencies

Strong networking knowledge good understanding of switches/routers/cabling

Strong Analytical and problem-solving abilities

Fluency in both written and spoken English.

Candidate should be able to work on own initiative and as part of a Team.

Candidate should have an excellent attention to detail regardless of deadlines and Service Levels.

Strong knowledge of Windows operating systems Windows 10/11 Windows Server architecture.

The candidate will be working on several systems over multiple contracts so needs to have the ability to prioritize issues depending on Service Levels and users requirements.

Microsoft or another technical certification a plus.

Location and Working Arrangements

The role is primarily based in the SGS Ireland office in Naas Co. Kildare. Following the successful completion of an initial probationary period a hybrid working arrangement may be agreed with the employees manager subject to business requirements. Due to the nature of the role occasional weekend and out-of-hours work may be required to support operational needs project activities or emergency situations. The role may also require travel to other SGS Ireland locations from time to time for business technical support or project-related purposes.

Qualifications :

3rd Level Qualification in IT related discipline

2-year experience in IT related industry other experience may be considered.

Valid EU work Visa or eligible to work in Ireland.

Additional Information :

At SGS we believe in rewarding our employees for their hard work and commitment. As part of our team you would be eligible for:

• Pension scheme Life Assurance 
• Maternity & Paternity Top Up 
• Gym Discount 
• 22 Days Annual Leave (increasing with service) plus bank holidays 
• Health & Wellbeing initiatives

SGS is an Equal Opportunity Employer and as such we recruit hire train and promote persons in all job classifications without regard to race colour religion sex national origin disability age marital status sexual orientation gender identity or expression genetics status as a protected veteran or any other characteristics protected by law. 

To be considered for this role you must hold a valid and eligible work permit or visa that authorizes you to work in Ireland.

APPLY NOW for full consideration if you are selected for an interview or further consideration we will be in touch with you directly.  

Remote Work :

No

Employment Type :

Full-time