IT Service Delivery Engineer - L2

Are you a quick thinker with a passion for problem solving? If you're as excited about IT as you are about dealing with people, you could be just what we're looking for at Pinnaca. A position has opened up for a Line 2 IT Support Analyst. You will be providing remote and on-site support and services to high-end luxury retailers. We're known for our excellent customer service, and your ability to build rapport with our clients ensures your success in this role. As a natural problem solver and methodical thinker, you'll resolve issues quickly and efficiently as well as have parts to play in delivering projects. You'll prepare systems for deployment and log support calls via our in-house ticketing system. You'll be closely involved in our exciting projects such as store openings, email migrations, network setup plus many more., No two days at Pinnaca are exactly the same, and your ability to build rapport with our diverse range of customers will ensure success in this role. You might work with a well-known apparel brand on one call, then support a high-end jeweller or a dental proactive client the next. Our customers range from footwear to fashion and more, making this position an exciting and challenging one that requires you to think on your feet. You'll support each customer according to their unique needs, offering a tailor made solution that suits their business. You'll be quick, efficient and personable, We're looking for someone who is motivated, loves taking initiative and finding fresh new ways to solve problems. As a real team player, you'll report directly to our Service Desk Co-Ordinator ensuring that all issues are communicated effectively across all levels. Experience with Retail Pro, IT, EPOS & Stock Management solutions will get our attention.,

• Going through all support tickets in Connectwise and ensuring they are being attended to.


• Ensuring SLA's are meet


• Ensuring you are inputting a minimum of 5 hours worth of billable time entries daily in Connectwise (daily)


• Being part of the afterhours support rota


• Learn and become certified in Retail Pro 9 Series


• Learn and become certified in Retail Pro Prism within the first 6 months


• Provide support & Implementation services to our clients


• Learn other Retail Solutions we provide to provide support and implementations services


• Onsite break fix call outs from time to time


• Onsite installation work


• In house build, preparation and testing of systems that are part of projects, one-off jobs or hardware support


• To follow our processes and procedures whilst working on our helpdesk working environment


• Provide support on Microsoft Operating Systems, including Windows Server 2012, 2018, 2019 & 2022, Windows 10 & 11, Azure, MS Security Standards as well as any other MS Products.


• Provide support to those using Microsoft Office applications


• Answer incoming calls, log them in Connectwise


• Jump into and help any of the teams within your department if and when required


• Manage and monitor the support mailboxes


• Resolve helpdesk line 1 issues


• Escalate tickets if you are unable to resolve them


• Manage your emails and reply to emails you receive within the same day


• Provide excellent customer focus and ability to build rapport


• Work unsupervised and manage assigned workload and priorities


• Proactively research alternatives and solutions to issues and take action.


• Review reports that come in from Connectwise and give your input on patterns and trends


• Take part in helpdesk meetings and staff meetings


• Resolve all client's technical issues promptly and effectively ensuring high first-time fix rate


• Keep clients informed of incident progress, notifying them of impending changes or agreed outages


• To ensure configurations, contact information and assets are kept up to date in real time


• Prioritize and manage multiple tickets at any one time based on priority


• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages


• Ensure high customer service, perception and satisfaction


• Ensure a good working relationship and rapport with other staff members


Job Types: Full-time, Permanent


• All round IT specialist with at least 5 years hands on experience providing helpdesk support and project delivery


• Understanding of Microsoft Operating Systems, including Windows Server 2012, 2018, 2019 & 2022, Windows 10 & 11, Azure, MS Security Standards as well as any other MS Products.


• Understanding of Service Desk Practices (ITIL preferable)


• Server Management such as patch management, Active Directory, Group Policy


• Deep knowledge of M365, Networking, Cloud Computing.


• Excellent understanding of all Micro Soft Products


• Understanding of POS systems


• Experience working with helpdesk ticketing systems (Connectwise)


• French Speaking - Verbal and Written


• Amazing customer service skills in English and French, Experience in working in an IT Service Desk at a L2 Level or Higher.


• MS Certification (Foundation or higher).


• Cloud Certification (Foundation or higher).


• At least 5 years experience.


• French and English Speaking