IT Support Engineer

1 day ago

Dublin, Ireland TikTok Full time

Team Introduction

The EMEA IT Support team focuses on resolving IT incidents and troubleshooting underlying problems and developing long-term solutions. We are seeking an IT Support Engineer to help us grow our IT environment. Responsibilities- Manage and resolve IT tickets. Investigate, diagnose, and resolve technical issues within defined service level agreements (SLAs), escalating complex issues when appropriate - Prioritise effectively, managing multiple competing tasks concurrently - International collaboration and ownership of IT-related projects across a range of services- Assist with the development of tools and solutions to increase the operational efficiency of our IT Service, while always focusing on excellent customer experience- Partner with internal and external teams to evaluate technical solutions, provide recommendations, obtain consensus and plan and execute services- Champion the use of self-service IT resources, such as self-service support tools and knowledge base- Assist in tracking and managing IT assets, including hardware and software inventory- Manage event support, set up AV and live stream equipment- Create, update and maintain technical documentation - Comfortable working autonomously and as part of an international team- IT assets inventory management and conducting regular audits- Normal working hours are 9am to 6pm. However, due to the nature of the role, occasional out-of-hours or weekend work may be required

Minimum Qualifications - 5+ years of technical support- Excellent customer service skills and passion for exceeding expectations- Comfortable working under pressure and delivering within tight timeframes- Proven ability to prioritise and manage multiple high-priority tasks simultaneously- Ability to adapt troubleshooting approaches based on the specific problem and environment- Proven track record in managing and delivering IT projects- An understanding of best practice methodologies, such as ITIL, supported by relevant qualifications. Preferred Qualifications - College Degree in Computer Science, Systems Science, Computer Engineering - Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms- Ability to place clients at the forefront of all interactions, understand their requirements and create a positive client experience throughout - Excellent written and verbal communication skills- Excellent diagnostic and effective problem-solving techniques- Proven track record in managing and delivering IT projects.- Any of these certifications are preferred not must: CompTIA A+: Validates foundational IT skills, CompTIA Network+: Demonstrates proficiency in network management and troubleshooting. CompTIA Security+: Shows knowledge in cybersecurity fundamentals. Cisco Certified Network Associate (CCNA): Essential for networking professionals working with Cisco systems.

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