It Service Desk Engineer

4 weeks ago

Dublin, Dublin City, Ireland Oliver James Associates Ltd. Full time

Serve as the first point of contact for IT incidents, service requests, and technical queries via phone, email, and ticketing system.
Provide 2nd line support for hardware, software, operating systems, and applications.
Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripheral equipment.
Support secure access to core banking systems, trading platforms, and other financial applications.
Perform user account management in Active Directory, Exchange, and other enterprise systems.
Escalate unresolved issues to appropriate technical teams in accordance with SLA guidelines.
Maintain accurate records of all support requests, solutions, and escalation actions.
Assist with software installations, updates, and patch management.
Follow IT security and compliance standards, ensuring adherence to relevant regulatory requirements.
Participate in incident response and disaster recovery activities when required.
Contribute to knowledge base documentation and continuous service improvement initiatives.
Skills & Qualifications
5 – 7 years of proven experience in an IT Service Desk or IT Support Engineer role (preferably in a financial services environment).
Strong knowledge of Azure, Microsoft Windows OS, Office 365, and Active Directory.
Familiarity with ITIL principles and service management tools.
Experience troubleshooting hardware, software, and networking issues.
Understanding of security best practices in a regulated industry.
Excellent communication, problem-solving, and customer service skills.
Basic knowledge of networking (TCP/IP, VPNs, DNS, DHCP) is desirable.
ITIL Foundation or other relevant certifications where applicable.
Experience with Citrix, VMware, or other virtual desktop environment would be an advantage.
Personal Attributes
Reliable and good communications skills.
Highly organized, with the ability to manage multiple priorities.
Proactive in identifying and resolving potential issues before they escalate.
Team-oriented with a commitment to collaboration and knowledge sharing.
Bonus of up to 30% on top of base salary
Strong focus on training and development, unlimited courses offered
Pensions, Health care, Income Protection, Insurance
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