Deskside Engineer L2

In this role, you will work directly on a client site in Dublin, responding to internal customer service requests needing technical support for hardware/software issues. The technical scope is to provide on-site end-user support, provision of hardware such as laptops, iPads, mobile phones and peripherals.

• Request Fulfilment and Incident Management - initial investigation & diagnosis of incidents. Hands-on support for users
• Problem Management - problem and opportunity identification, trend analysis for issues raised
• Knowledge Management - responsible for maintenance of the knowledge base
• Software Installation & verification- installation and verification of software and software updates
• Training of client staff - provide a staff ICT induction training for any new client staff
• Systems Monitoring – monitor alerts throughout the day and take appropriate action for every alert received
• Shared Mailbox Management - monitor the mailbox throughout the day and take appropriate action for every alert received
• Asset Tracking - responsibility for asset tracking and reporting of all existing and new ICT equipment
• Joiners/Movers/Leavers - implementing joiners, movers and leaver requests according to the documented requirements
• Maintenance of Active Directory - accurately reflect changes in ownership of laptops/ desktop PC’s etc.
• Maintenance of Software master list - responsibility for asset tracking and reporting of all allocations of software licenses
• System Administration- setting up, changing or removal of SharePoint libraries & sites, Exchange distribution lists, shared mailboxes, Teams etc
• Auditing - facilitate and co-operate fully with any audits and to provide access to any facility, information or records required for the purpose of undertaking the audits
• Physically move ICT equipment, assist with desk moves
• Daily checks including:
  Key applications up and working correctly, (SharePoint, Exchange, CRM etc.)
  All data links available
  Backups successful
  SAN & NAS disk space
  Phone system operating
  Portal up and available
  Server rooms environmentally sound, e.g. temperature, power etc.

• Excellent problem solving and troubleshooting skills
• KPI Reporting: Ability to conduct weekly/monthly reporting and perform trend analysis.
• Process Documentation: Proven expertise in drafting and implementing process documentation.
• Resource Management: Skill in scheduling and managing allocated resources effectively.
• Team Morale and Efficiency: Ability to maintain team morale and efficiency, even during peak workloads and tight deadlines.
• Performance Management: Competence in conducting performance reviews and managing team performance.
• Mentoring and Training: Demonstrated skill in offering guidance, mentoring, and training to team members.
• Leadership: Strong leadership skills with a focus on team development and collaboration.
• Strategy Contribution: Ability to contribute to and influence strategies affecting the team.
• Continuous Improvement: Championing and driving continuous improvement initiatives.
• Team Advocacy: Skill in advocating for the team within the broader business context.
• Commercial Acumen: Understanding of commercial aspects and business acumen.
• Risk Management: Ability to identify, assess, and manage risks effectively.