Deskside Support Engineer - Dublin (x2)

Requirements:

· Minimum 6 months previous experience in a Technical Support role

· Excellent problem solving and troubleshooting skills

· 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

· Moving physical ICT equipment - 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.

Technical Skills:

Excellent knowledge of desktop, laptop and mobile device hardware and Microsoft OS products including Windows 7, Windows 8.1, Windows 10, and MS Office 2010, 2013 and 2016, Office 365

· Key Skills include

o Windows 7-10 & Microsoft Office suites

o Mobile devices (iOs, Android)

o MS Active Directory

· Additional skills include

o Windows Server 2008/2012/2016

o Remote monitoring software (example, SCOM, Nagios, Solar Winds, PRTG)

o Microsoft Lync / Skype for Business

o Virtualisation products (Hyper-V and VMWare)

o SCCM knowledge