Desktop Support Engineer
We are currently recruiting for a highly customer-focused and enthusiastic Deskside Support Engineer Level 2 and Level 3, with a genuine interest in solving IT issues, to support our clients' locations in Dublin.
Ideally for someone who is technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.
Responsibilities:
- Providing L2 Deskside support to end users
- Work to resolve issues accurately and efficiently, within set targets and in a professional manner
- Maintain a dedicated commitment to service quality & customer experience
- Take ownership of tickets escalated from the service desk & other teams, handling them appropriately
- Work comfortably on your own, identifying, and prioritising incidents, requests, & escalations accordingly
- At times, work in a L1 role in a physical or virtual setting, providing first-hand service to users
- Occasionally work from home in place of working on-site, providing remote support and administration
- Work with the team as part of an on-call rota & provide critical out of hours support when necessary
- Ensure that all activity is accurately documented and recorded in line with ITIL practises
- Contribute to the creation and up-keep of Knowledge Base Articles
- Be comfortable working in a highly regulated environment, adhering to local and global policies
- Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general "IT" tasks
- Be prepared to engage with ad-hoc tasks with a best effort and positive attitude
- Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients
Requirements:
- 4+ years experience of working in Desktop support role
- Experience in software and hardware troubleshooting skills
- Experience of supporting Windows 10
- Experience of supporting Microsoft Office suites including Office 365
- Experiencing working in a highly regulated ITIL environment, with appropriate service / ticketing systems
- Proficiency with Network Infrastructure e.g. switches, routers, APs, patching, network architecture knowledge, firewalls, subnets, wireless
- Printer hardware knowledge
- Willingness to work as part of an on-call shift, & support essential out of hours work
Desirables:
- ITIL certification
- HP Service Center / Service Manager experience
- Full Driving License