Location

Dublin

Department

IT Services

About Arkphire:

Arkphire provide solutions across every aspect of IT to help your business perform better. We bring integrated solutions that span from desktops, collaboration, networking, security, managed services and data centre for faster digital transformation. We help our customers to transform their business in an increasingly connected world. We are the trusted IT partner to some of world’s leading companies with offices in Dublin and London. In fact, 6 out of the 10 leading multinationals in Europe, have chosen Arkphire as their preferred IT solution supplier.

We bring integrated solutions that span from desktops, collaboration, networking, security, managed services and data centre for faster digital transformation.

Functions:

  • To manage and assist the Cloud Services Team from a personal and technical perspective.

  • To develop the team on a personal level and to promote inter-team communication and team-building activities

  • To develop, expand and enhance the Cloud Services Teams managed service

  • To manage tickets and ensure SLAs are achieved.

  • To be the final point of inter-team escalations.

Duties and Responsibilities:

  • Daily Review of Cloud Services Board & Tickets

  • Daily Technical Ticket Review with Engineers

  • Weekly Review of Aged Tickets

  • Weekly Review of P1s

  • Weekly Cloud Services team meeting

  • Monthly 1:1s

  • Monthly customer review meetings

  • Act as senior engineer for Cloud Services team

  • Serve as a lead technical expert in Arkphire Managed Services across the business and to clients

  • Server as senior engineer for P1 incidents across all areas or the Managed Service

  • Deliver services to ensure excellent levels of Customer Satisfaction.

  • Provide technical leadership to the Cloud Services Team.

  • Be the main point of contact for the Cloud Services Team

  • Provide reports to relevant management team as requested

  • Responsible for ensuring that the team comply with all ISMS Policies and Procedures within Arkphire and support the ISMS continuous improvement process.

  • Should act as a role models within the organisation with regard to the ISMS system.

  • Ensure tickets are responded and resolved as per assigned SLA

  • Develop the Cloud teams’ native services

KPI’s

  • Ensure Cloud Services tickets response SLA

  • Ensure Cloud Services tickets resolution SLA

  • Aged Tickets: Over 25 Days

  • Current Open Tickets

  • Ensure training and development plan is in place for all Cloud Services team

  • Ensure monthly 1:1 meetings are completed with Cloud Services Team

Qualifications & Experience:

  • 3rd level technical qualification.
  • Microsoft AZ-103/104 certified.
  • Microsoft AZ-300-301 certified

Desirable -

  • Cisco CCNA
  • Leadership / management certification
  • Any relevant industry exams
  • Minimum 2 years’ experience managed service role at level 3 or higher
  • Installing / configuring Office 365 (Exchange, Sharepoint, Teams etc…)
  • A deep understanding of IT Service Management Systems
  • Team Lead experience highly desirable
  • Configuring and managing public cloud infrastructures.

Skills and Abilities:

  • Excellent communication skills
  • Excellent troubleshooting and problem-solving skills
  • High level of professionalism
  • High levels of integrity and trust
  • Good Leadership skills
  • Good Documentation skills