ICT Support Specialist 2

ICT Helpdesk Support Specialist - €200 Per day Job Overview Irish Government organisation urgently requires an ICT Helpdesk Support Specialist to join their team. While the role is initially offered on a 6-month basis, it does offer the potential t transition into a long term role. The ICT Helpdesk Support Specialist will provide helpdesk and frontline support to staff in accordance with agreed ICT support service level agreements (SLA). The person appointed will triage the tickets, categorize and prioritize them, and engage with the users to resolve the issues based on the agreed SLA. If unable to resolve any of the issues, the ticket will be passed to our internal IT team for further handling. This role has a Hybrid attendance requirement, with on average 3 days onsite per week initially with the remainder remote. Core Responsibilities: * Call management: All incidents and service requests are managed within agreed Service Level Agreements (SLAs). * Call logging: Incidents and requests are logged accurately, with detailed tracking of resolutions. * Direct User Support: Immediate troubleshooting for software and network issues, ensuring minimal disruption to daily operations. * Escalation Protocols: Efficient escalation of complex incidents to higher-level support when necessary. * Preventative maintenance: Scheduling laptop healthcheck/reviews with users * IT stores management: Ensure IT stock records are maintained against agreed re-order levels and check-in/out procedures * Record, respond to, and allocate resources to all 1st line support queries (direct, telephone, email, and help desk) posed by users relating to PCs, peripherals, and the network. * Provide onsite assistance for setup and access to local facilities, e.g., meeting room setups, MFP access, building access. * Provide frontline support for upgrades, new system access, or configurations as appropriate. * Support the systems, database, and applications administrator with setup/removal of users on Windows/Active Directory/applications/SharePoint/email and allocate access rights, group membership, etc., to users. * Install and configure PC software, e.g., operating systems, application/database clients, Office Professional, email, and networking/security software. * Respond to 2nd/3rd line support queries (direct, telephone, email, and help desk) related to PCs, peripherals, and the network. * Identify and resolve hardware and software problems. * Provide assistance with licensed software packages including Windows, Office 365 Professional, Adobe, Foxit, Internet Browsers, SharePoint 365, Teamsrooms, Zoom, Goldmine, Integra, Trams, Fortinet VPN/encryption, Phoneware/Call Pilot, etc. * Provide technical support for selected local databases/applications. * Provide backup services for the local area network servers and clients as needed. * Offer in-house support for remote access software. * Deliver IT awareness and training sessions as required. * Ensure all software on PCs is licensed, suitable for the network environment, and compliant with IT security policies. * Ensure compliance with IT procedures and policies. Essential Candidate Requirements * Proven ability to diagnose and resolve hardware and software problems with PCs and peripherals. * Experience providing support to users of Microsoft Office 365, Microsoft SCCM, Windows Server * Knowledge of network technology and administration, particularly Windows Server, Active Directory, and the Internet (e.g., protocols, structured wiring, hubs, bridges, routers, multiplexers, SMTP, SNMP, HTML, DHCP). * Advanced knowledge of PC/Laptop/Tablets running Windows 10, OpManager/ServiceDesk, VoIP - Avaya Office IP, Meeting room AV/IT integration requirements, Web conferencing/broadcasting using Teams/Zoom and Access Control/Secure Centralized Multi-Function printing * Educated to 3rd level or equivalent in a computer-related discipline. Desirable * Firewall/SharePoint/Juniper Administration. * MCP/Cisco Certified training. * Studying an ICT services related discipline. PLEASE NOTE - All applicants must have immediate availability to work in the EU as our client cannot provide any kind of Visa or Work Permit sponsorship at present. To Apply: For more information on this role, please contact Nall on or send current CV along with brief cover letter through this site Skills: IT Support Engineer CISCO MIcrosoft Windows ITIL