Careers: Deskside Support Engineer2020-10-13T15:56:49+00:00

Careers: Deskside Support Engineer

Auxilion is currently looking for a deskside support engineer. You will work directly on a client site working closely with the in-house team to provide the best possible technical service and customer experience that the client requires.

Role Overview

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

The role is heavily customer focused and main responsibilities would involve on the spot troubleshooting.

Responsibilities

This role has a wide range of responsibilities

  • First & second level diagnostics and support on hardware, PC’s, laptops and printers.
  • Contribute visibly to team achievement of SLA targets
  • Maintain Customer communication on progress and status of call at all times.
  • Carrying out of on-site Break fix for all in scope end user devices (desktops, laptops, their accessories, directly attached peripheral devices)
  • PC re-imaging from scripts and manual re-installations.
  • Software restoration from scripts & manual re-installations
  • Use service management tools and processes to improve the IT service experience for the end-user
  • Maintains desktop computer software and hardware documentation, inventories and registration to provide upgrades as necessary
  • VIP Support
  • Intelligent Hands as needed.
  • Be able to demonstrate an ability to absorb new information quickly
  • Define and document helpdesk solutions and operating procedures
  • Utilise approved centralized tools, processes, knowledge bases and procedures.
  • Escalate more complex or critical issues to appropriate 2nd level staff.
  • May be called upon to work on special projects external to support workload.
  • Ensure a high level of service and customer satisfaction
The Windows 10 Challenge

Our teams are highly skilled and all about shared knowledge. We’re hoping you can add to them with the following requirements:

  • 2+ years in a busy IT support environment, in a customer facing role
  • Experience of working with Microsoft Windows XP / Windows 7, Windows 10 and applications
  • MCSA / MCSE certification preferred
  • MS Office and Outlook
  • Networking including wireless networking and VPN
  • Analytical problem-solving and root cause analysis skills
  • Service oriented behaviour and communication to internal and external contacts
  • Ability to cope with pressures of peak workloads, short deadlines
  • Reporting experience required
  • Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated
  • Be able to demonstrate an ability to absorb new information quickly
  • Professionalism and flexibility

Education

  • MCSA / MCSE certification preferred
  • Third level qualification would be desirable but not essential

An Irish company with global ambitions

There are a whole range of other reasons to work at Auxilion including:

  • Accountability: We encourage our staff to be accountable and proactively look to solve for our clients. As a result, our team members ‘own’ part of the success of every project they deliver.
  • Development: We hire the best so we know our teams excel at their job –However we also recognise that the curious, dynamic people we work with are always looking to push their abilities. With that in mind, we offer training opportunities to staff to ensure they are constantly challenged and improving their own professional development.
  • Complexity: Challenging and complex projects are our speciality. Our team work on projects that are often challenging, pushing them to the limits of their abilities – but that’s where a career in Auxilion is most rewarding. Being challenged and learning every day.
  • Reward: Auxilion believe in recognising the hard work of our employees, acknowledging helpful team members and those that manage to overcome issues to deliver successful projects. Our monthly ‘Key Contributor’ award is peer led, giving your team mates an opportunity to reward your hard work. There are also team nights, dinners and other activities, ensuring your hard work never goes unnoticed.
  • Well-being: The physical and mental well-being of our employees is paramount. Our People & Talent team work with staff to promote health and wellbeing activities that include health challenges and mindfulness sessions.
  • Progression: In Auxilion, we are lucky enough to have staff working with us for over 20 years. Our secret is simple – value staff, offer opportunities and promote from within the organisation. This gives our employees the chance to meet their career goals while helping to bring Auxilion to the next level.
  • Trust: Transparency is important in order to encourage open dialogue with management and our teams. We put our trust in our employees and empower them so they can make the right decisions and be responsible for some of the company’s success.

Auxilion is committed to building a diverse, skilled and talented team. We want our team to be proud to work for Auxilion and enable them to do great work. If this sounds like the type of place you would like to work, get in touch with our People & Talent team – Rhona looks forward to hearing from you.