MetroLink IT Helpdesk Support Technician

MetroLink Programme

MetroLink is a transformative piece of public transport infrastructure and will be Dublin's first metro railway. The system will offer a high-capacity, high-frequency metro railway with 16 new stations from Swords to Charlemont. It will interlink with multiple transport networks, including Dublin Airport, Irish Rail, DART, Dublin Bus, and Luas, promoting a seamlessly integrated transport experience for the Greater Dublin Area.

The majority of its 19km route is underground, marking a paradigm shift for Irish public transport. Upon launch, MetroLink will provide trains every three minutes during peak times, with expected annual ridership of 53 million passengers, providing unprecedented convenience of travel to passengers.

MetroLink IT Helpdesk Support Technician

Job Details

Title of Role: MetroLink IT Helpdesk Support Technician

Grade: Executive Officer

Directorate: MetroLink

Nature of Employment: Permanent in accordance with the General Conditions of Employment

Function: Corporate Services

Workstream: IT

Reports to: IT Helpdesk Team Lead

Work Location: The successful candidate will be based in TII Offices on Parkgate Street, Dublin 8, or such other place as determined by TII. Blended working arrangements in place.

Job Description

The IT Department provides internal IT services to TII, including Metrolink. This includes the development and management of the IT Network including hardware, operating systems and software. It also includes the development and support for business-related IT applications and in relation to IT Security. The IT Helpdesk Technician role is located within the IT Network team.

The role will involve providing frontline helpdesk support to Metrolink IT network users.

Principal Accountabilities

• Level -1 Helpdesk/Deskside Support
• Dealing with IT Helpdesk calls including:
  • Logging the calls
  • Answering immediately or within a reasonable timeframe.
  • Talking employees through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
  • Further investigation of the call through researching, consulting colleagues and testing
  • Escalation of helpdesk tasks to other IT staff where appropriate
• Installing and configuring computer hardware operating systems and applications.
• Setting up new PCs, laptops and Mobile Devices for TII employees.
• Monitoring computer systems, back-ups and networks:
  • Checking backups
  • Checking network services
  • Escalating issues where resolutions cannot be made.
• Installation and roll out of new applications:
  • This will involve working closely with the IT Network manager and IT Helpdesk Team Lead and other members of the network team to install and roll out new software applications for users.
  • This will also require planning, problem solving and close communications with team members and staff.

Providing frontline support in the following areas:

• desktop hardware and software
• phone system
• mobile phones
• printers

Maintaining the IT Asset List:

• identifying asset location
• updating the asset database
• reviewing and reporting on assets

To assist and work with external support companies/contractors in troubleshooting, testing of new/upgrade programs and resolving application problems that may arise.

Undertaking tasks, activities or other duties that may be required or assigned appropriately to the grade.

All the divisions within TII have inter-dependent responsibilities and close cooperation, collaboration and teamwork are required across the whole organisation to meet tight deadlines.

Note: The functions and responsibilities assigned to this position are based on the current stated role and may be changed from time to time. The person appointed will be required to demonstrate the flexibility necessary to fulfil other roles and responsibilities at a similar grade within TII.

ESSENTIAL REQUIREMENTS

Character: Each candidate must be of good character.

Health: A candidate for and any person holding the role must be fully competent and capable of undertaking duties attached to the role and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Experience, Skills and Qualifications

Experience:

• A minimum of 2 years' experience of working in a busy IT Team environment.
• Experience working with at least 3 of the following:
  • Windows 10/11
  • Active Directory
  • Azure Active Directory
  • Microsoft Office 365
  • Commvault
  • Helpdesk System

Skills:

• Proven analytical and problem solving skills
• Excellent verbal and written communication skills and strong interpersonal skills
• Proven experience of working with a number of IT systems in an end-user or support capacity
• Intermediate to advanced level MS Office experience – particularly Word and Excel
• Highly organised, with strong attention to detail and excellent numerical skills
• Experience of working with diverse teams
• Experience of undertaking and effectively managing a significant workload
• Ability to work on own initiative and to tight deadlines, with strong multitasking capabilities

Formal Education Qualifications:

• A third level degree qualification in engineering, mathematics, computer science, information systems or other relevant discipline is desirable.

To apply for, or to locate further information on, these posts please visit our website by clicking Apply.

The closing date for applications is 12pm 28th of March.

Transport Infrastructure Ireland is committed to a policy of equal opportunity.