ActionPoint is an Irish owned IT Services and Software Development company with offices in Ireland, UK and the US. We are currently in the process of expanding our operations and are recruiting for an experienced Enterprise Services Specialist to support our enterprise clients. Our Enterprise Services Team are tasked with providing first-class support and consultation services for our tier-1 customers helping said achieve their full ICT potential through the power of technology. This role will report directly to the Support Operations Manager and requires an individual who is highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously, as well as learning new skills and procedures along the way.

Working at ActionPoint offers you the chance to work with A Microsoft Gold Partner in a collaborative, high-tech and agile environment where you are given the opportunity to innovate and grow. 

Duties and Responsibilities

• Provide 3rd / 4th level support to tier 1 customers.
• Provide escalation support to wider support team, including OOH support.
• Provide scheduled and ad-hoc consultation services to inhouse ICT staff and management.
• Work with customers and the sales team to develop ICT roadmaps and capacity planning.
• Provide regular scheduled consultation services (infrastructure, Data Protection, Disaster Recovery, Security, etc) to key clients as contracted.
• Provide Infrastructure management and maintenance in line with industry best practices for tier 1 customers.
• Ensure highest level of customer service while ensuring a consistent level quality.
• Aid in the delivery of reports and sales proposals when required.
• Act as the conduit between the Customer Experience Manager, Support Operations Manager and the Enterprise Service Desk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
• Oversee development and dissemination of customer runbooks and the ConnectWise knowledge base.
• Comply, maintain and promote information security in ActionPoint.
• Assist in evaluating new technologies, services and processes to meet business/customer objectives.
• Maintain certification of existing and emerging technologies and evaluate the potential application for customer environments.

• Minimum of 5 years’ experience in a similar role.
• Relevant experience and/or certification in:
  • Cloud Services (Essential)
    • Microsoft Azure
      • IaaS
      • PaaS
      • VDI (AVD/WVD)
      • Security
    • Microsoft 365
      • SharePoint/Teams
      • MDM
      • MAM
      • Security (CA, Cloud App Security, SSO, APP Proxy)
    • Virtualisation
      • VMware vSphere, vCenter, vSAN, VXRail
      • Hyper-V, VMM, S2D
    • Infrastructure
      • Dell Technologies (servers, storage, networking, hyper-converged)
      • Palo Alto
      • SonicWALL
      • Sophos SG/XG
      • Windows Server 2008-2019
      • Linux RHEL/Ubuntu/CentOS/Debian
      • SQL Server
      • Exchange 2010-2019
    • Data Protection
      • Commvault
      • Veeam
    • Management and Monitoring
      • LogicMonitor
      • ConnectWise Automate
      • ConnectWise Manage
    • Excellent customer facing skills.
    • Excellent writing skills.
    • Excellent analytical / problem solving skills.
    • ITIL Certified – or relevant experience.
    • Self-motivated and enthusiastic.
    • Ability to work as part of a team or on an individual basis.
    • Good organisational skills and strong attention to detail.