Desktop Support Engineer L2&3

Desktop Support Engineer

We are currently recruiting for a highly customer-focused and enthusiastic Deskside Support Engineer Level 2 and Level 3, with a genuine interest in solving IT issues, to support our clients' locations in Dublin.

Ideally for someone who is technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.

Responsibilities:

• Providing L2 Deskside support to end users
• Work to resolve issues accurately and efficiently, within set targets and in a professional manner
• Maintain a dedicated commitment to service quality & customer experience
• Take ownership of tickets escalated from the service desk & other teams, handling them appropriately
• Work comfortably on your own, identifying, and prioritising incidents, requests, & escalations accordingly
• At times, work in a L1 role in a physical or virtual setting, providing first-hand service to users
• Occasionally work from home in place of working on-site, providing remote support and administration
• Work with the team as part of an on-call rota & provide critical out of hours support when necessary
• Ensure that all activity is accurately documented and recorded in line with ITIL practises
• Contribute to the creation and up-keep of Knowledge Base Articles
• Be comfortable working in a highly regulated environment, adhering to local and global policies
• Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general "IT" tasks
• Be prepared to engage with ad-hoc tasks with a best effort and positive attitude
• Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients

Requirements:

• 4+ years experience of working in Desktop support role
• Experience in software and hardware troubleshooting skills
• Experience of supporting Windows 10
• Experience of supporting Microsoft Office suites including Office 365
• Experiencing working in a highly regulated ITIL environment, with appropriate service / ticketing systems
• Proficiency with Network Infrastructure e.g. switches, routers, APs, patching, network architecture knowledge, firewalls, subnets, wireless
• Printer hardware knowledge
• Willingness to work as part of an on-call shift, & support essential out of hours work

Desirables:

• ITIL certification
• HP Service Center / Service Manager experience
• Full Driving License