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Deskside Support Engineer – Clonmel

4 weeks ago

Dublin, Ireland ICT Services Full time

ICT Services is a leading IT field services, roll-out and support services group.
The 100-strong team you’ll be working with provides an all-Ireland service from nine offices and parts hubs, and are partnered with the largest and most innovative developers and IT manufacturers in the world.
The group headquartered in Dublin, with a subsidiary in Northern Ireland is truly an Island of Ireland resource.
ICT Services deliver best in class IT solutions to customers, among them the biggest names in business across key industry sectors throughout Ireland. Supported by a network of engineers, an expert back office team, and with meticulous attention to detail, the result is a first-class service. We provide a rapid response to requests and round the clock dependability.
This is a cutting-edge organisation, continually evolving to provide class leading business enhancing solutions. We are an ideal place for innovative and energetic people who want to grow their experience. You will have the opportunity to develop your career from both a technical and commercial perspective while working in a cross section of sectors as a valued part of a dynamic team.

Role:

ICT Services are currently seeking a Desktop Support Engineer, working on one of our customer sites in Clonmel. This is a full-time position working onsite with our customer.

Requirements:

  1. Three to four (3-4) years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
  2. Hands-on experience in installing, troubleshooting, fixing desktops, printers, laptops and other computer peripherals hardware problems as well as desktop applications.
  3. Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.
  4. Ability to lift/move computer equipment weighing up to 50Lbs.
  5. Skilled in desk side support and PC break/fix including basic administration of Windows O/S.
  6. Experience with Anti-spyware and Anti-virus software.
  7. Some usage knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
  8. Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability.
  9. Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.
  10. Good written and oral communications skills with clients and management as well as people skills.
  11. Ability to work with deadlines and complete tasks on-time.
  12. Preferably with an associate degree in Electronics and CompTIA A+ Certification.
  13. Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.).
  14. Basic understanding and troubleshooting of Mobile Device Management system (Airwatch / Xenmobile/ Mobile iron etc).
  15. Basic understanding and troubleshooting for VDI, SCCM/ LanDesk/ Altris, Skype for Business, OneDrive.
  16. Basic understanding and troubleshooting of Apple devices and apps.
  17. Good in oral and written communication.
  18. Able to interact and work with customer at different levels.
  19. Self-Driven and result oriented.

Responsibilities:

  1. Troubleshoot PC related problems either via phone, remote tools or desk side support.
  2. Build, configure and troubleshoot PC and laptop applications and hardware components.
  3. Facilitate a warranty repair with the relevant hardware vendor.
  4. Perform ad-hoc deployment and/or on-site installation of workstation hardware and/or software.
  5. Perform coordination of workstation asset recovery.
  6. Maintenance of workstation/workstation spare parts break/fix, upgrades and new hires.
  7. Complete incidents and requests within SLA in a pressurised environment.
  8. Ensure tickets are updated on a daily basis.
  9. Support meeting room environment and video conferencing, as needed.
  10. Support printers, scanners and other peripherals.
  11. Support mobile devices, such as iPads, iPhones.
  12. Support of Apple MAC devices.
  13. End-User Data back-up and restoration, as needed.
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