IT Support Engineer

3 weeks ago

Dublin Pike, Ireland Auxilion Ireland Ltd Full time

24x7 Support Engineer

Permanent Contract

Salary 28k eur per annum plus 4k eur shift allowance.

Dublin 4

Shift based – 12 hrs shift pattern (08:00 to 20:00 hrs / 20:00 to 08:00 hrs).

The 12-hour shift pattern consists of two rotations: 08:00 to 20:00 hrs (day shift) and 20:00 to 08:00 hrs (night shift). Shifts are organized in a cycle of four consecutive working days followed by four consecutive days off. For example, 4 days on day shift, followed by 4 days off and 4 days night shift on the next rotation. Candidates must be able to commit to this in order to be considered.

Candidates must possess EU/Irish Passport/valid work permit. (Please note that we are unable to consider Stamp 1G at this time due to shift pattern exceeding 40 hours per week.)

Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion organization you will work directly on a client site (Dublin 4) working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organization we offer all our employees’ access to an online training platform, career progression and a supportive team is comprised of 4 service desk engineers.

What will you be doing:

Acknowledge and respond to event notification

Work within predefined SLA for event resolution.

The 24x7 Service Desk will proactively respond and resolve to as many events as possible

The 24x7 Service Desk will escalates events as required to level 3 team members to resolve events as required. The level 3 team members are based off site.

Log all events in the incident record system

Log a ticket in the service management tool; and

Triage the incident, recording key information in the service management tool.

The 24x7 Service Desk will escalating to additional support (for example On-Call) as required.

Update Incident management log for future recurrence

Access management – password resets, provision of one-time passwords, etc.

Routine checks, tasks and Preventative Maintenance (Health checks, audits, backup management, systems management)

Ensure compliance with all Auxilion and client policies and procedures – e.g. security policy etc.

What experience will you have:

1 to 2 years’ experience supporting and administering enterprise monitoring tools and solutions in a critical service environment.

1 to 2 years’ experience supporting and administering in a range of the following:

Excellent knowledge of desktop, laptop and mobile device hardware and Microsoft OS products including Windows 10, and MS Office2016, Office 365

Video conferencing support

Good communication and teamwork skills and interpersonal skills are key

Third level qualification would be desirable but not essential

Commitment to learning and development of creative support solutions.

Process focused

Customer Orientated

Good communication and teamwork skills and interpersonal skills are key.

Skills:

Troubleshooting

IT Support

Technical Support

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