Deskside Support Engineer L2

The IT Deskside Engineer is responsible for providing on-site technical support to end-users, addressing immediate technical concerns and ensuring that all IT equipment is functioning optimally.

• Minimum 2 years previous experience in a Technical Support role
• Must have their own transport and willing to drive between both sites if and when required
• Excellent problem solving and troubleshooting skills
• Excellent Customer Service 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
• 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  

• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: A customer-centric approach, ensuring that users feel supported, and their issues are addressed promptly.
• Time Management: Ability to prioritize tasks and manage time effectively.
• Teamwork: Ability to work collaboratively with other IT professionals and teams.
• Problem-Solving: Analytical mindset with a knack for identifying the root cause of issues and implementing effective solutions.
• Adaptability: Willingness to adapt to changing business needs and technologies. Continuous Learning: Commitment to staying updated with the latest IT trends and best practices.

Note: this role requires travelling between Dublin 12 and Mullingar, a full drive licence and private transport are essential