Version 1 | Dublin

Level 2 IT Support Consultant - Night Shift

Department: Managed Services
Job Description

Version 1 has a great opportunity for a dedicated night shift consultant for our IT Support and Service Desk team. This isn’t a first level IT Phone or Desktop support role, so there will be occasional calls but your focus won’t be on constantly answering phones. Instead, you’ll provide 1st level remote troubleshooting and support for our customers’ IT production, live network, and IT Infrastructure environments.  You’ll have a detailed checklist to help you remotely monitor and scan IT network & system alert logs (using Opsview, Nagios etc).  You’ll identify critical issues and work to resolve or escalate where necessary within specific service levels timeframes. (E.g. Server alerts, disk space usage, RAM allocations, CPU, general network spikes and out of the norm alerts etc.).  In addition, you’ll have a schedule of nightly tasks including software patching, troubleshooting, backup issues etc., which you’ll complete and document to a high-quality standard before your shift ends.

This is an extremely process driven role, where you will continually follow a pre-agreed set of steps and procedures to identify and resolve issues. But it’s also much more than that – it’s a fantastic opportunity to get exposure to wide range of customer infrastructures in different industries that you simply don’t get in other support roles, such as Windows Server, Oracle/ SQL databases, VMware, AWS, Azure, WSUS, SCCM, VEEAM, etc.

With a detailed induction & training programmer, you won’t be dropped in at the deep end - and it doesn’t end there. We have dedicated career paths, personalized career plans, etc.. And you’ll be supported by colleagues who are heavily focused on skill-building and continual learning - what you don’t know, they’ll be happy to teach you.

Qualifications
  • Given the mission critical nature of our customer IT systems, it goes without saying that we need you to keep your eye on the ball. It’s a role that requires very high attention to detail, and zero room for error.
  • You’ll also need to continually produce high quality documentation, covering support issues you’ve worked on that day. Naturally, great written communication skills are vital, and will help you deliver a detailed handover to your colleagues when your shift ends.
  • A core element in this role is your ability to follow predefined operational procedures, to resolve issues in agreed timeframes. We’re looking for an extremely process-driven person, someone diligent who can persevere in carrying out assigned duties.
  • Coming from an IT support environment, you’ll be familiar with what a Service Level Agreement is, and will be used to prioritizing workload and knowing when to escalate in order to meet agreed timeframes for resolution. 

What other attributes will I need to be successful?

  • IT Diploma or relevant IT Qualifications (MCSE etc).
  • Ideally 1.5 to 2+ years of IT support experience in complex IT infrastructure/ network environments
  • This is a remote infrastructure support role, therefore a solid knowledge of networking/ infrastructure issues is required in areas such as:
    • Working with remote monitoring & backup tools.
    • Windows Server – support and troubleshooting skills.
    • Change Control.
    • Basic Oracle/ SQL database skills.
    • Some exposure to VMware & Hyper V – desirable buy not essential.
Additional Information

Leon Cunningham
Version 1 Talent Acquisition Specialist

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