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Service Desk Engineer - Start up

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
Galway
Location:
Galway
Salary Description:
Negotiable
Posted:
31/01/2018
Recruiter:
Collins McNicholas Recruitment & HR Services
Job Ref:
GY46109


The Service Desk Engineer II is responsible for ensuring the day to day operations for end user applications and equipment. They will be a point of contact for the IS Service Desk, providing desk-side and remote assistance in resolving Tier I and Tier II technology support issues when possible and escalating to the appropriate personnel when necessary. May require expertise in commonly used business applications.

ESSENTIAL FUNCTIONS:


To receive calls for assistance from staff by phone, email or in person and to log, resolve or distribute those calls to the appropriate IS staff.

Perform hands on updates, repairs, configuration and end user training of corporate IS equipment, to include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual technologies.

Corporate application account administration in compliance with established policies and procedures.

Create and update procedures for both IS and our internal customers. These include not only technical but also business processes.

Carries out duties in compliance with established business policies.


Education and Experience

Community College, Computer Training Center or equivalent experience.

Three to five years working in a Technical Support/Service Desk environment.

A+, Network +, MCP, and/or MCSA, desired.

ITIL Certification a plus


Knowledge/Skills



In depth knowledge of Windows Operating Systems to include: Windows XP/7/8/10.

In depth knowledge of installation, configuration and troubleshooting of PC hardware components.

In depth knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, McAfee, MobileIron.

Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.

Familiarity with supporting and troubleshooting mobile devices.

Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory.

Ability to conform to standard entry ticket entry processes regarding the ticket management system.

Ability to effectively communicate, both orally and written.

Excellent customer service and interpersonal skills.

Excellent organizational and follow-up skills with strong attention to detail.

Strong analytical and problem solving skills.

Ability to multi-task and work well under pressure.

This position will work under general supervision with latitude for independent judgment.

A high degree of attention to detail and technical ability is required to resolve issues with corporate IS equipment and software while maintaining a high level of customer service.

Ability to accurately identify issues necessary for escalation to internal resources is also essential to the success of this position.


Contact Details:
Collins McNicholas Recruitment & HR Services
Tel: (071) 9142411/914246
Contact: Tanya Cooke

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