Deskside Support Engineer

2 weeks ago

Dublin, Ireland IT Alliance Group Full time

Deskside Support Engineer Place of work: On-site Park West, Dublin 12 /Duration: Permanent / Hours of work:Monday to Friday Office Hours. About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT-managed service solutions. As part of the Auxilion organisation, you will work directly on our head office site, responding to internal end users service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland and England to provide the best possible technical service and executive experience that will meet our end users requirements. The IT on-site Engineer is responsible for providing on-site technical support to end-users, addressing immediate technical concerns, and ensuring that all IT equipment is functioning optimally. Position Responsibilities: The Support Engineer will be responsible for providing high-quality technical support to endusers, troubleshooting hardware and software issues, and ensuring the smooth operation of IT services within the organisation. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a customer-focused attitude. Provide deskside support: for hardware, software, and networking issues to end-users. Assist users: with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals. Resolve incidents and service requests within established SLAs Excellent problem-solving and troubleshooting skills. Request Fulfilment and Incident Management - initial investigation & diagnosis of incidents. Hands-on support for users. Problem Management:problem and opportunity identification, trend analysis for issues raised. Knowledge Management:responsible for maintenance of the knowledge base. Software Installation & verification: installation and verification of software and software updates. Joiners/Movers/Leavers:implementing joiners, movers and leaver requests according to the documented requirements. Maintenance of Active Directory:accurately reflect changes in ownership of laptops/ desktop PCs etc. Auditing:facilitate and co-operate fully with any audits and to provide access to any facility, information or records required for the purpose of undertaking the audits. Moving physical ICT equipment:physically move ICT equipment, assist with desk moves. Install and Configure Systems: Set up hardware and software, including servers, routers, and switches. Network Management:Monitor and maintain network infrastructure to ensure optimal performance. Troubleshooting:Diagnose and resolve hardware, software, and network issues. Security:Implement and manage security measures to protect data and systems. Support: Provide technical support to users, addressing their IT-related queries and issues. Documentation:Maintain accurate records of IT assets, configurations, and procedures. Compliance:Ensure all IT activities comply with company policies and regulatory requirements. Project Management:Plan and execute IT projects, ensuring they are completed on time and within budget. Vendor Management: Interact with technology vendors, schedule meetings, and track follow-ups. Daily checks:must be conducted every day to detect any issues on site and minimise service impact and downtime Asset all aspects of assets management must be owned and completed. Customer Service: It is required to provide friendly on-site support to all users and the management team. It is a key part of this role and consistently adhered too. Cabling Management:Take responsibility for organising all cables and maintaining clean and safe desks, server rooms, offices, etc. Executive Support (VIP): 1. Provide on-site Level 1 & Level 2 support to the Management team (ALT) and their staff. 2. Support all technology needs for Management (ALT) and their staff, including mobile devices, desktops, laptops, tablets, and video conferencing used in the office, in transit, at home, and during travel. 3. Respond, track, resolve, and own end-to-end issues for Management and their staff. Facilitate full documentation of any issues. Have a complete profile capture of each executive's technology needs. 4. Communicate effectively with non-technical individuals. Technical Competencies: Excellent knowledge of desktop, laptop and mobile device hardware and Microsoft OS products, including Windows 10 and MS Office 2010, 2013 and 2016 Networking technologies (WAN/LAN) & understanding of networking protocols. Key Skills include: Windows 10/11 & Microsoft Office suites MS Active Directory O365 Service Now Intune MS Teams Strong technical skills in hardware, software, and network troubleshooting Qualifications & Skills: Qualification: Education: Bachelors degree in information technology, Computer Science, or a related field. Experience: Minimum of 3-5 years of experience in IT support or a similar role. Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Systems Engineer (MCSE) are preferred. Skills: Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Ability to work collaboratively in a team environment. Solution orientated. Attention to detail. Ability to influence business stakeholders. Excellent oral and written communicator. Organised and proactive mindset. Skills: Hardware Software Laptops & Desktops Mobile Devices LAN Windows 10/11 Office 365

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