IT Support Engineer
Visa - Eligible to work in Ireland with no restrictions (Stamp 1G /Stamp 4 /EU Passport)
On-site - 12 months contract
Overview:
Part of the strategy to deliver an outstanding IT service, our client is looking for a IT Support Engineer, to provide fast and useful technical assistance to end users. Fully integrated in our IT support organization, this person will be in charge mainly of the IT day-to-day operations to deliver high quality IT services onsite and ensures constant improvement of support, performance, and end-user satisfaction. We are looking for a competent and experienced "customer oriented" person, with good and broad technical knowledge and excellence communication skills.
Main responsibilities:
- Hardware IMAC Support:
- Provide workspace and utilities for support personnel including desks, bench space, telephones, network access and power.
- Troubleshoot, diagnose, and resolve the tickets which required onsite support
- Coordinate within Vendor and Level 3 support team, Level 2 Backline and Service Desk teams for ticket resolution
- Schedule Supported Device installation, Software and Hardware activity with End User at their convenience to minimize disruption
- Participate in war room during major incidents
- Manage any end-user service requests (e.g. desktop, mobile) which require local interaction
- Support all end users devices & their accessories (not limited to Desktop / Laptops, Mac, Telephones, Smartphones, Tablets, Video-conferencing systems, printers, printer consumables)
- Collect hardware as part of user's leavers process
- Asset Management:
- Maintain asset register including hardware and software
- Alert Customer in case of licensing issue (Software)
- Manage non-standard intervention / software installation
- PC and other devices logistics Management
- Software IMAC and configuration:
- Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
- Perform Soft IMAC, Image loading where this cannot be executed remotely
- Bios, Drivers, Software deployment on end user devices
- Deployment of mobile apps
- Hands and feet support on all devices:
- Meeting room support and conference room devices
- Printers
- Laboratory and manufacturing devices
- Support to Organizational Events
- Customer 3rd Party Support and Co-ordination
- Infrastructure on-site support and interventions in coordination with partners
- Offsite Backup and tapes management
- Maintenance Activity / logistics support in coordination with Third Parties.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support team
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures and instructions
- Be responsible for new starter setup and repossession of leavers equipment,
- New User Onboarding - present IT and provide new user IT inductions,
- Manage relationships with vendors and ensure high-availability of business-critical IT systems,
- Provide user trainings and continual development
- 1st/2nd line Network support and troubleshooting
- Work in collaboration with partner for infrastructure support and infrastructures projects.
Soft Skills:
- A strong customer service focus (High Level of customer interaction and engagement)
- Excellent interpersonal and communication skills (both written and verbal),
- Comfortable working both autonomously or as part of a team.
- Ability to work under pressure
- Negotiation skills
- Be able to provide VIP support and appreciate the difference between standard user and heightened IT Support. Knowledge, abilities & experience
Experience:
- At least 5 years of experience in an IT Support
- Technical experience in IT Systems management and desktop support
- A Bachelor's in a relevant field preferable or equivalent experience
- Experience with the following systems: OSX, Windows - system & applications, mobile
- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Good communication skills with strong customer focus
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science, or relevant field
- Exposure to ITIL v3, specifically in the area of incident/request, problem & change
Key Technical Competencies Required:
- Excellence knowledge of the IT workplace environment:
- Operating systems - Windows, Mac OS
- Mobile devices (IOS, Android)
- Microsoft Office O365 applications (Outlook, Word, Excel, Visio, Project…)
- Proficient on: Visio conferencing systems (Skype, Bluejeans, Cisco)
- Printer Support
- Network - Desktop Patching
- Active Directory / Exchange
- Experience with Microsoft Windows and Office suite, Active Directory (AD), MDM, AV.
- Good understanding of Network, Security, Telecom Technologies.
- Experience working with Apple MAC
The candidate must have a valid visa to work in Ireland.
