IT Support Engineer

Roles and Responsibilities:

Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.

Responds to telephone calls email instant messages and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution and followup steps.

Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation analysis and setup of PCbased software products (e.g. word processors spreadsheets presentation graphics database management systems electronic mail and communications)

Troubleshoot client software and basic network connectivity problems

Identify evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in ongoing training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards configurations.

Coordinate desktop changes to avoid deployment collisions.

Prepare requests for rollout

Coordinate implementation process

Keep track of request and make sure they are implemented as planned

Participate in incident handling concerning desktop changes

. Participate in projects concerning bigger desktop changes for example rollout of new antivirus.

Perform centralised remote/soft IMACs through Remote Desktop support tools

Managing user account across applications running on various platforms like IBM1AIX Windows Active Directory etc

To create and administer LAN accounts of the users

To create and administer various shared resources e.g. Distribution Lists Directories etc

Ensure that the customer has the appropriate access to the tools to support the business in an efficient way

System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping

Create LAN and/or Email account for the users and administer them. Grant permissions on various network resources available to users.

Creation and administration of Global groups.

Creation and modification of exchange resources like Distribution Lists Shared E1mail account Shared Calendar and Conference Rooms.

Creation of New Directories as per the customer guidelines and grant permissions on them. Setting up shares as per the client standards and granting permissions on them.

Creation modification and deletion of user accounts on AIX.

Creation modification and deletion of users accounts on AD and any other systems.

Perform development and maintenance of knowledge base for the User Account Maintenance Processes

File share permissions and user access Compliance verification

Candidate profile: You have prior IT support experience and you have strong analytical and troubleshooting experience. You have fluent spoken and written English and you have excellent communication skills great customer service skills and a proven ability to work well as part of a team in a fastpaced environment where all information is shared. You have the ability to learn new information quickly and the willingness to do so at all times. You are able to work flexible hours from time to time to cover for other help desk staff and to be on call via mobile phone device during the week. The ideal candidate will have a technical helpdesk or a technical call centre background with circa 12 years of IT helpdesk/desk side support experience with experience of problem solving involving hardware involving hardware software and networks. You have the ability to successfully provide hardware/software/network problem analysis and resolution support over the phone and you have handson work experience with Windows Operating systems Windows7 Windows 2000 Win 8 and Win 10 etc with a knowledge of Active Directory and/or Office 365. You have experience of supporting Windows 2000 Windows 2003 Windows 2008 Windows 2012 and Exchange 2003/2007. You must be fully authorised to work in Ireland Experience of any of the following would be desirable (but is not essential):

Understanding and experience of change management process.

ITSM ticketing tools such as Remedy Service Now.

Remote desktop connectivity applications like Skype for Business Windows remote assistance etc.

Knowledge of Remote Desktop tools

Working knowledge of ticketing system for Incident management.

User account creation for Active Directory Exchange Mailboxes Distribution lists

VPN and remote dialin users

MCP/MSCE/MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk Incident Problem and Change Management