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    Deskside Engineer Dublin 11

    Dublin 11 (fully on site)Deskside Engineer
    This role is based on client site, the role involves working closely with both users and the greater IT team to resolve technical issues efficiently and ensure a high standard of service delivery. The successful candidate will play a key role in providing an exceptional customer experience and maintaining the level of technical support required by the client.

    Experience in Analysing tickets and root cause in order to reduce the numbers of tickets is essential. 4+ years of experience in Deskside. The L2 Deskside Engineer is expected to provide leadership and guidance to the team while delivering frontline technical support and administration for customers experiencing issues with IT services covered within the Service Catalogue. Strong knowledge and hands-on experience supporting Microsoft Windows 10 and Windows 11 operating systems. Experience providing desktop and end-user support across a broad range of hardware and software technologies.Sound understanding of networking fundamentals, including TCP/IP, LAN, WLAN, Wi-Fi connectivity, DNS, DHCP, and general network troubleshooting. Strong working knowledge of Microsoft Office and Microsoft 365 applications.

     

    Essential Skills:

    • Desktop support Win 10 /11
    • Sound Knowledge of networking TCP/IP, Wifi, etc
    • Microsoft office suite
    • Core Infrastructure – AD, Office 365, VMWare
    • Troubleshooting / problem solving skills
    • Excellent attention to detail
    • Experience of working in a helpdesk + deskside environment.

    ITIL Certified.

    • 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.
    • Service oriented behavior and communication to internal and external customers.
    • Ability to cope with pressures of peak workloads, short deadlines.
    • Qualities: Integrity, timeline sensitive, goal oriented, motivated.
    • Experienced with ITIL support services disciplines an advantage

    What experience, skills will you have:

     

    • Strong knowledge and hands-on experience supporting Microsoft Windows 10 and Windows 11 operating systems.
    • Experience providing desktop and end-user support across a broad range of hardware and software technologies.
    • Sound understanding of networking fundamentals, including TCP/IP, LAN, WLAN, Wi-Fi connectivity, DNS, DHCP, and general network troubleshooting.
    • Strong working knowledge of Microsoft Office and Microsoft 365 applications.
    • Ability to diagnose and resolve desktop, hardware, software, and connectivity issues efficiently.
    • Good understanding of network topology, structured cabling, patching, and connectivity troubleshooting.

    What will you be doing:

     

    • Represent the Service/Deskside Support team at operational, technical, and customer-facing meetings, acting as a key point of contact for service delivery matters.
    • Provide regular updates and weekly performance reports to management, highlighting team achievements, key activities, service metrics, ongoing issues, and areas for improvement.
    • Conduct regular Jira ticket analysis to identify recurring incidents, common service requests, trends, and root causes impacting users and service delivery. Drive continuous service improvement initiatives focused on increasing first-time resolution rates, reducing ticket volumes, and enhancing the overall customer experience
    • Incident and Request Management: Manage customer incidents and service requests from initial logging through to resolution, ensuring all activities are accurately recorded and tracked within the Jira platform. Maintain a high standard of service delivery by processing incidents and requests promptly, efficiently, and with appropriate attention to detail.
    • Represent the Service/Deskside Support team at operational, technical, and customer-facing meetings, acting as a key point of contact for service delivery matters.
    • Provide regular updates and weekly performance reports to management, highlighting team achievements, key activities, service metrics, ongoing issues, and areas for improvement.
    • Conduct regular Jira ticket analysis to identify recurring incidents, common service requests, trends, and root causes impacting users and service delivery. Drive continuous service improvement initiatives focused on increasing first-time resolution rates, reducing ticket volumes, and enhancing the overall customer experience
    • Incident and Request Management: Manage customer incidents and service requests from initial logging through to resolution, ensuring all activities are accurately recorded and tracked within the Jira platform. Maintain a high standard of service delivery by processing incidents and requests promptly, efficiently, and with appropriate attention to detail.
    • Technical Troubleshooting: Apply strong technical knowledge to diagnose, troubleshoot, and resolve a wide range of IT issues. Collaborate with Level 2 and Level 3 support teams when required for more complex incidents, while retaining ownership of applicable Priority 3 (P3) and Priority 4 (P4) issues within the Service Desk function.
    • Customer Communication: Deliver a professional and customer-focused support experience, providing regular updates on incident and request status while effectively managing customer expectations. Support users through multiple communication channels, including phone, email, Jira and face-to-face interactions.
    • Knowledge Management: Contribute to the development, maintenance, and continuous improvement of the knowledge base by documenting known issues, workarounds, resolutions, and best practices. Ensure knowledge articles remain accurate and up to date to support efficient issue resolution across technical teams.
    • Escalation Management: Proactively identify incidents with the potential to become major service-impacting events and escalate them to the appropriate technical teams and management stakeholders. Support the timely resolution of Priority 1 (P1) and Priority 2 (P2) incidents in accordance with agreed service level targets.
    • Ticket Management and Governance: Maintain excellent ticket hygiene standards, ensuring all tickets are categorised, assigned to the appropriate resolver group, and progressed within agreed timeframes. Ensure tickets are assigned within 30 minutes of logging and are actioned, updated, or resolved in line with established SLAs.
    "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, please make sure you apply using the form below. We're looking forward to hearing from you."
    Niamh, Rhona and Louise
    Auxilion People & Talent team
    Auxilion Careers

    Apply now

    If you are interested in this position, please use the form below to submit your application.
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