Mobile Support Engineer
7 days ago
Job Description
Role Overview
We are currently looking for a highly customer-focused and enthusiastic Mobile Support Engineer, with a genuine interest in solving IT issues, to support our Clients across various locations in Ireland.
The successful candidate should be technically competent, possess good communication skills, be ready to learn, and thrive in a fast-paced regulated environment.
The successful candidate will support desktops and connected devices in office areas, as well as support various pieces of infrastructure including network printers, network hardware, and server hardware in a Hands & Eyes manner.
Please note for the role you would require a clean, full driving license and own transport.
Job Responsibilities
- Working on behalf of DXC.
- Providing wide-ranging deskside support to end users in office environments.
- Work to resolve issues accurately and efficiently, within set targets and in a professional manner.
- Maintain a dedicated commitment to service quality and customer experience.
- Take ownership of tickets escalated from the service desk and other teams, handling them appropriately.
- Work comfortably on your own, identifying, and prioritizing incidents, requests, and escalations accordingly.
- Work well within the client environment.
- Ensure that all activity is accurately documented and recorded in line with ITIL practices.
- Contribute to the creation and upkeep 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 DXC training and policies.
- Adhere to all IT Asset Management procedures and 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 providing greater support for colleagues and clients.
- Willingness to travel to other supported sites in the area to provide cover for colleagues when required.
Experience/Skills
- Ready to learn and face new challenges.
- Excellent English 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 a desktop support role (3yrs+).
- Tested software and hardware troubleshooting skills.
- Experience of supporting Windows 10.
- Experience supporting legacy Windows operating systems.
- Experience of supporting Microsoft Office suites including Office 365.
- Experience 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 experience (racking & providing Hands & Eyes support).
- Printer hardware knowledge.
- Willingness to support essential out of hours work when required.
- ITIL knowledge.
- Full clean driving license and own vehicle, to be used for business.
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