Desktop Support Engineer - Field Based
Posted on Apr 7, 2022 by Global Technology Solutions Ltd
We are currently looking for a highly customer-focused and enthusiastic Desktop Support Engineer, with a genuine interest in solving IT issues, to support our clients locations in Dublin
The successful candidate should be technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.
The role will be based around Dublin but travel to Kildare and Cork will be required for holidays/sickness cover. Candidates must have access to a car but car allowance will be paid
The successful candidate will support desktops and connected devices in both office and lab/production areas, as well as support various pieces of infrastructure including network printers, & network hardware & server hardware in a Hands & Eyes manner.
Working on behalf of our customer on our client sites as part of the Digital Site Services Team
Providing L2 Deskside support to end users in office and pharmaceutical production environments
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
Work well as part of a small, close-nit team.
At times, work in a L1 role in a physical or virtual "kiosk" 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
Work healthily and safely, in accordance with training and policies
Adhere to all IT Asset Management procedures & 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
Work comfortably in comms areas and data centres, providing 'Hands and Eyes' support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams
Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients
Provide occasional project assistance, including out of hours work and potential travel to other sites.
Ready to learn and face new challenges
Excellent written and verbal communication skills
Ability to work independently and as part of a small team
Ability to work well with global teams.
Experience of working in Desktop support role (3yrs+)
Tested 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 eg Switches, Routers, APs, patching, network architecture knowledge
Server Hardware support experiencing (racking & providing Hands & Eyes support)
Printer hardware knowledge
Willingness to work as part of an on-call shift, & support essential out of hours work
Some Travel within Ireland and possibly EU.
Full Driving Licence and car owner.
Experience supporting Legacy Windows operating systems
Experience supporting PCs or Benchtops in a laboratory or production environment
Experiencing supporting Label Printers, & Mobile Handheld Computers
HP Service Center/Service Manager experience
*candidates must have a full driving licence*
So if you are a desktop Support Engineer looking for your next exciting opportunity please apply today
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