IT End User Support Administrator

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
Central Dublin
Salary Description:
Job Ref:

Job Title: IT End User Support Administrator

Contract/ Permanent: Contract - 12 Months

Location: Dublin City

Overview: Ergo are a managed services company which employs over 500 staff. We provide a managed service across the whole IT spectrum and we have over 200k end users and are Irelands largest Microsoft partner.

Ergo are currently seeking to recruit an IT End User Support Administrator for our client based in Dublin. The successful candidate will provide 1st and 2nd Level workplace support to our clients end users in Dublin as well as remote support to our clients' other European offices.

Role & Responsibilities:

* Respond to requests for support in a timely manner; can prioritise, monitor progress, and apply escalation procedures for requests or incidents as necessary
* Assist users in use of their workplace systems, products, and services, by providing support, advice, and 'light' training
* Initial diagnosis of any issues and use known solutions where appropriate.
* Document incidents, monitor progress and ensure all diagnostic information is provided for error resolution and incident analysis
* Ensure IT Help service coverage during service hours
* Test, install, and deploy workplace products and services, including regular upgrades
* Provide event support for video conferences, meetings, forums, etc.
* Maintain IT inventory and knowledge database
* Provide local support for testing and roll out of new software packages
* Perform access administration in line with company policies

Qualifications & Experience needed:

* In-depth knowledge of Windows 10 (both physical and virtual PC), iOS, and Android.
* Strong local and remote support of MS Office 365, Symantec Endpoint Protection (SEP), and MS Intune.
* Knowledge of Active Directory (account & device administration).
* Familiarity with Cisco IP Telephony system/Cisco Jabber.
* Video and Telephone Conference systems - MS Teams.
* Remote Access and Network security technologies.
* ServiceDesk Ticketing and Asset Management tools. Knowledge of Cherwell would be a plus.
* Good interpersonal and communication skills with a strong customer and service-orientation
* Analytical, conceptual, and problem-solving skills
* High self-motivation, organizational skills with ability to deal with urgencies/priorities and to work under pressure, time management
* Good team player with sensitivity to cultural differences. Ability to develop effective working relationships across the organization and geographic locations.
* Willingness to work in shifts or with defined schedules
* Proficiency in English is a must. French or (swiss) German is a plus
* ITIL Foundation V4 would be a plus

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Contact Details:
Tel: +353 1 884 3200
Contact: Emily Keegan

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