Job Purpose

To provide a fast and responsive local IT support service consistent and compliant with policies and procedures. To also complete tasks to support the team in implementing new technical features.

Key Result areas

• To provide an excellent IT service and support all stakeholders within the organisation
• Ensuring a technical infrastructure is compliant and consistent with the organisation’s Policy
• Supporting the IT team on the implementation of technical projects

Essential criteria

• Highly organised and focused in delivering a fast and high-quality support service
• Excellent administrative skills and experience in managing their own work-plan
• Good written and verbal communication skills
• Good customer facing skills
• Experience of supporting Windows 7 and Microsoft office applications
• An understanding of TCP IP protocols
• Experience with printer management
• Experience with Mac operating Systems

Desirable criteria

• 1st line or 2nd line experience within a technical role
• Technical qualifications highly desired.
• Knowledge of patch management
• Knowledge of VOIP phones
• Experience of Active Directory and 365 user account management

Accountabilities

• To provide 1st line and 2nd line support to all users and escalate calls where necessary.
• To ensure that the infrastructure services including network connectivity, phone and wireless service issues along with core software services are escalated to the relevant parties within a suitable time frame.
• To set-up users on the desk-tops, laptops, phones, MACs etc.
• To actively use and review the Helpdesk log to ensure that all issues are logged and prioritised
• To manage all technical assets and to liaise with Finance team on asset purchase, location and disposal
• To liaise with the business system super-users to deploy systems/software across all  users
• To perform local IT tasks related to project or service affecting work (eg network line failover procedures)
• To maintain local records of user signed IT Policies and Acceptable Usage Policy

The role may involve out of hours on call support on a rota basis in the future

APPLICANTS MUST BE CURRENTLY BASED IN DUBLIN WITH FULL WORKING STATUS, RELEVANT EXPERIENCE AND 100% FLUENCY IN ENGLISH