Deskside Engineer

6 days ago

Dublin, Dublin City, Ireland Ekco Full time

About Ekco

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe

We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.

In a few words, we take businesses to the cloud and back

We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Ireland, Benelux, South Africa & Malaysia.

The role 
We are looking for a Deskside Support Engineer looking to grow their career with a leading IT service provider in Dublin. The candidate will be part of a team of high performing engineers working with cutting edge technology. The candidate will work onsite with one of Ekco's key clients and provide a hybrid role with support for a specific key application and onsite desktop support.

Key Responsibilities

  • Provide on-site and remote support to end-users, resolving hardware and software issues, including but not limited to desktops, laptops, printers, and mobile devices.
  • Troubleshoot and diagnose hardware and software problems, escalating issues to higher-level support when necessary.
  • Assist with user account setup, password resets, and permissions management in Active Directory and other systems as required.
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
  • Assist with IT onboarding and offboarding processes for employees, including setting up equipment and ensuring proper access to systems.
  • Perform to a high standard in achieving service targets and agree customer SLA's.
  • Offer friendly and professional assistance to end-users, ensuring a high level of customer satisfaction.
  • Collaboration with the Service Desk day to day, acting in a "One Team" approach to the provision of support service to our customers.
  • Manage your workload effectively, ensuring timely resolution and efficient communication with end-users to incidents and service requests.
  • Collaborate with other support teams to resolve complex technical issues.
  • Maintain accurate documentation of support activities, including incident reports and resolutions.
  • Ensure that all work adheres to best practices and industry standards.
  • Keep up-to-date with technology trends and participate in ongoing training to enhance technical knowledge and skills.

Key Requirements

  • 3rd Level IT related degree desirable
    • 2+ years of experience in a similar role
      • Industry certifications – Azure, Office365. A+ and Network + desirable
        • Strong knowledge of Microsoft Azure, Office365, & Windows Server desirable
          • Understanding of ITIL framework
            • Experience in adhering to KPIs
              • Excellent communication skills with the ability to support clients remotely

Benefits/Perks

  • Time off - 25 days leave + public holidays
  • x1 day Birthday leave per year
  • Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
  • Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
  • ‍ EkcOlympics - a global activity for fun
  • Learning & development - Unlimited access to Pluralsight learning platform
    • A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

  • Microsoft's 2023 Rising Star Security Partner of the year
  • VMware & Veeam top partner status
  • Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
  • Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
  • We recognise the value of internal mobility and encourage opportunities for internal development & progression
  • Flexible working with a family friendly focus are at the core of our company values

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