Deskside Support Engineer

€28,000 to €32,000 DOE

Dublin

Reporting to the Service Delivery Manager

Typical work activities include:

· Management of call queues on client’s IT environment

· Provide support on client sites in Dublin area.

· Support and troubleshooting Desktop and laptop systems - Troubleshooting of hardware and software.

· Adherence to client processes i.e. Asset Management, Daily Task Tool, Power2Learn etc

· Be a point of contact for third party venders when required by the customer.

· Provide hands and eyes support on infrastructure equipment.

· Work to resolve client issues to agreed service levels and in a professional manner.

· Take ownership of calls escalated from the service desk.

· Must have own transport as there may be a need to move between customers sites.

· Ensuring that SLA’s are delivered via call management tool

Follows client processes and procedures

Requirements

· Experience of working in a similar role in an IT environment (2yrs+)

· Customer service skills essential

· Strong Troubleshooting and Analytical skills as well as excellent multi-tasking abilities required.

· The ability to quickly adapt to different working environments and very strong customer facing skills.

· Good working knowledge of network applications (DNS, WINS, DHCP, SNMP, etc.)

· Good understanding of LAN / WAN and TCP/IP

Experience in supporting MS Outlook.

Person Specification

· Self-motivation and the ability to work under minimal supervision are a must.

· Good team player with excellent interpersonal communication skills

· Excellent at adhering to processes and procedures

· Good organizational and administrative skills

· Customer oriented & motivated to take responsibility for Incident resolution.

Ability to deal with Management at all levels

· Ability to take on other responsibilities as the role develops

· Flexibility

· Accountability

Multitasking