IT Support Engineer - Level 2

Overview

PFH Technology is looking for an experienced L2 IT Support Engineer to join our team in Dublin.

Contract & Location

12-month contract (with expected extensions), Fully onsite, Dublin 1.

Responsibilities

• Provide hands on end user support, administration, installation and issue resolution onsite for our client.

Technical Skills

• Operating Systems: Advanced knowledge of Windows, macOS, Linux; installing, configuring and troubleshooting OS-related issues.
• Active Directory, Group Policies, domain issues.
• Network Troubleshooting: DNS, DHCP, TCP/IP, subnetting, VLANs, firewalls; diagnosing routers, switches, firewalls, VPNs; monitoring network performance.
• Hardware and Software Troubleshooting: diagnose hardware failures; software deployment, updates, patch management.
• Virtualization: VMware, Hyper V, VirtualBox.
• Cloud Technologies: AWS, Azure, Google Cloud; managing virtual machines, storage, cloud backups.
• Scripting and Automation: PowerShell, Bash, Python for routine tasks.

Advanced Troubleshooting and Problem Solving

• Root Cause Analysis, Log Analysis, System Performance Tuning, Incident Management.

Communication Skills

• Customer Service: communicating complex technical information in a user friendly way.
• Collaboration: working with Level 1 support, escalating to Level 3 or specialized teams.
• Documentation: create/update knowledge base and SOPs.
• Ticket Management: using Jira, ServiceNow, Zendesk.

Security Awareness

• Cybersecurity Knowledge: best practices, threat mitigation, encryption, VPNs, MFA, firewalls.
• Endpoint Security, Backup and Disaster Recovery.

Database Management

• Basic SQL knowledge, backup and restore operations.

Project Support

• Support IT projects: software rollouts, infrastructure upgrades, migrations.
• Change Management.

Remote Support Tools

• Remote Troubleshooting: TeamViewer, AnyDesk, RDP.
• Monitoring Tools: Nagios, SolarWinds, PRTG.

Time Management and Prioritization

• Task Prioritization, Multitasking.

Vendor and Third Party Support

• Vendor Management, Warranty and RMA handling.

Prerequisites and Certifications

• ITIL V4.
• Microsoft Certifications (MD 102, Azure Administrator, Microsoft 365 Certified).
• Optional: CompTIA Network+, CompTIA Security+, Cisco CCNA.
• Third Level Education Qualification preferred.