Sr. Desktop Support Engineer, Global End User Services

As a Sr. Desktop Support Engineer, you will be a key member of a global team whose responsibilities include desktop support operations onsite in the Dublin office and with remote users, acting as a technical lead on the end user support team, and supporting technologies that enable end-user productivity across all aspects of the business.

We are looking for someone who is very technical and eager to innovate, transform, and enhance the capabilities of the team, operational processes, and our technologies. Passion for quality and desire to foster a culture of operational excellence is a must for this role. The incumbent will ensure the organization’s office operations and technology infrastructure are compliant, secure, efficient, user-friendly and current. This position requires an approachable hands‑on technical engineer with a very strong background in Desktop technologies, Windows and Mac system administration, and project management. This position will be a hybrid onsite role based in Dublin and reports to the Team Lead of Global End User Services.

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• Sr. Desktop Support Engineer on the Global End User Services team working onsite to address all user hardware/software issues and manage the office environment
  
• Provide high quality and fast resolution to service and incident requests in person and submitted to our support center via phone, email, and ticketing system
  
• Imaging laptops, shipping and receiving equipment, maintaining inventory, cable management, desk setups and moves, A/V troubleshooting for conference rooms
  
• Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple MacBooks, printers, phones, etc.
  
• Endeavor to improve the daily experience of end users through technology and process improvements
  
• Communicate high‑priority incident escalations, incident/change summaries, and facilitate post‑resolution activities including root cause analysis and documentation
  
• Corporate and End User technologies – client computing hardware and software (iOS, Android, Mac & PC), MS Office 365 suite of products.
  
• Ensure that current and planned technical solutions are compatible with the company’s business needs and strategic objectives
  
• Open support cases with software and hardware vendors when required (Microsoft, Manage Engine, Lenovo, Apple, etc)
  
• Collaborate with other leaders within the Global Engineering organization to establish, communicate, and implement strategic capabilities and share information and updates
  
• Provide guidance, leadership, clarity, visibility and communication regarding IT capabilities and implementation
  

In addition to regularly scheduled hours and responsibilities, IT staff and management are required to assist on special projects and emergencies. Availability for pre‑planned out‑of‑hours maintenance or emergencies as required to ensure continuous operations and minimal disruption to end‑users.

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• Technical Degree in Information Technology
  
• A minimum of 5 years’ experience in supporting Windows and Mac operating environments
  
• Strong Technical experience is required, project management experience is a plus
  
• Advanced technical knowledge of Active Directory and PowerShell scripting
  
• Knowledge and experience with O365 services, Azure, conceptual and practical understanding of IT Infrastructure designs, technologies, products, and services
  
• Experience working on global projects, including the communications processes required to facilitate a smooth rollout of services to a globally distributed user population
  
• Excellent organizational & communication skills
  
• Ability to communicate and work with end users with minimal computer experience
  
• Ability to work with no direct supervision, attention to detail
  
• Committed with a focus on continuous improvement and team development
  
• Ability to provide accurate estimates of timeframes necessary to complete efforts, develop milestones and implementation plans
  
• Ability to analyze and solve complex problems and to work in a group setting as well as independently
  

The right candidate is expected to have some experience or exposure to one or more of the following technologies. xcfaprz

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• Windows 11 support
  
• Microsoft Office support
  
• MacOS support using Jamf or other tool
  
• iOS and Android
  
• PowerShell scripting
  
• Conference room A/V support
  
• Office networking
  
• Patch management
  
• Software Deployment
  
• Manage Engine software suite
  
• AWS
  

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• Full private medical insurance so that you can take care of you & your family’s health & wellbeing
  
• Permanent health insurance/income protection as well as Life insurance, so that you can feel secure in any situation
  
• Employee Assistance Programme available to you and your immediate family for support on a variety of matters
  
• Defined contribution pension scheme with competitive employer contributions so you can look after your future
  
• Competitive annual holiday entitlement so that you can slow down and take some time to rest
  
• Annual professional membership fee reimbursement, e.g. in ACCA, CIMA
  
• Club/gym subsidy so that you can take care of your body
  
• Discretionary annual bonus scheme
  
• Referral Program – do you know someone who would like to join us? Referral bonuses are awaiting you!
  
• Remote/hybrid working opportunities, or from the office
  
• Tuition support for professional qualification exams that are relevant to your role including paid study and exam leave
  
• Sports and Social Club – many team outings, company parties, sports activites and charity projects are awaiting you
  
• Support for workplace equipment and programs promoting mental health and wellbeing – because your comfort and health matter to us