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Desktop Support Engineer

4 weeks ago

Dublin, Dublin City, Ireland Allied Worldwide Full time

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Talent Acquisition Executive @ Allied Worldwide | HR, Recruitment

About us

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 27 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents.

Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles. We are, and always will be 'allied' to our client's needs and objectives. Our team is at the heart of our business, we are proud of each and every one of them. They are exceptional and we are looking for more exceptional people to join us.

Key responsibilities:

  1. Provide 2nd Line onsite desktop and application support services to end users
  2. Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
  3. Repair hardware and peripheral faults in conjunction with warranty providers
  4. Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
  5. Operate cohesively with the service desk team to maintain service levels
  6. All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
  7. Escalate all critical and high priority incidents to line and senior management
  8. Report recurring incidents to problem analyst teams and line management
  9. Proactively contribute to service improvement initiatives
  10. Provide technical expertise and assistance on project assignments
  11. Must have very good customer facing skills and be well presented
  12. Must have an assertive, confident, positive and a professional manner
  13. Ability to engage and communicate effectively with colleagues and customers alike
  14. Demonstrates independent and pro-active thinking
  15. Highly organised with the ability to adapt to different working environment seamlessly
  16. Builds effective relationships both within the team and across the business scope
  17. Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
  18. Must be able to work alone and unsupervised, taking the initiative when necessary
  19. Has an understanding and respect for service delivery processes

Technical skills required:

  1. Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
  2. Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
  3. Excellent support experience with mobile devices e.g. tablets and smartphones running iOS and Android OS
  4. Working knowledge of current and legacy hardware platforms
  5. Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent support.
  6. Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
  7. Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
  8. Previous experience in the creation of technical support documentation
  9. Enterprise support of Microsoft Office 365, desktop and Admin
  10. Knowledge of Service Management processes e.g. ITIL
  11. Previous experience working in a managed service environment working to defined scope and with strict SLAs
  12. Exposure to Infrastructure technologies – Server, Networks etc
  13. Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.
  14. Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers and switches
  15. Basic experience of Support/administration of Windows servers
  16. Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
  17. Installation, configuration and troubleshooting of hardware and software.

Experience & Qualifications:

  1. Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2
Seniority level

Associate

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting and Information Technology & Services

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