Desktop Support Engineer Level III
Visa - Eligible to work in Ireland with no restrictions (Stamp 1G /Stamp 4 /EU Passport)
We are currently looking for a highly customer-focused and enthusiastic Deskside Support Engineer, with a genuine interest in solving IT issues, to support our clients locations in Co. Kildare.
The successful candidate should be technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.
The successful candidate will support desktops and connected devices in both office and lab/production areas, as well as support various pieces of infrastructure including network printers, & network hardware & server hardware in a Hands & Eyes manner.
DETAILED JOB DESCRIPTION:
- Working on behalf of client on our client (client) sites as part of the client Digital Site Services Team
- Providing L2 Deskside support to end users in office and pharmaceutical production environments
- 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
- Work well as part of a small, close-nit team.
- At times, work in a L1 role in a physical or virtual "kiosk" 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
- Work healthily and safely, in accordance with client & client training and policies
- Adhere to all IT Asset Management procedures & 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
- Work comfortably in comms areas and data centres, providing 'Hands and Eyes' support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams
- Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients
- Provide occasional project assistance, including out of hours work and potential travel to other client sites.
ESSENTIALS SKILLS/QUALIFICATIONS:
- Ready to learn and face new challenges
- Excellent written and verbal communication skills
- Ability to work independently and as part of a small team
- Ability to work well with global teams.
- Experience of working in Desktop support role (3yrs+)
- Tested 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
- Server Hardware support experiencing (racking & providing Hands & Eyes support)
- Printer hardware knowledge
- Willingness to work as part of an on-call shift, & support essential out of hours work
DESIRABLE SKILLS/QUALIFICATIONS:
- ITIL certification
- Experience supporting legacy Windows operating systems
- Experience supporting PCs or Benchtops in a laboratory or production environment
- Experiencing supporting Label Printers, & Mobile Handheld Computers
- HP Service Center / Service Manager experience
- Full Driving License
The candidate must have a valid visa to work in Ireland