Desktop Support Engineer L2&3

Location
Dublin
Salary
Negotiable
Posted
11 Oct 2021
Closes
08 Nov 2021
Ref
BBBH3736
Contact
Kavya Krishnamurthy
Sector
IT
Job Type
Contract
Hours
Full-time

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

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