Information Technology Support Engineer

Dublin, Ireland

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• Respond to queries raised via a national telephone number, email, and through Service Manager
  
• Take ownership, troubleshoot, and seek to resolve to completion all reported IT issues
  
• Liaise/escalate calls to the National IT teams and Regional Managers as appropriate
  
• Support the management of our IT fixed assets.
  
• Manage software installations on endpoints using a combination of Microsoft Endpoint Configuration Manager and local installations, on a Windows 10 Enterprise Platform
  
• Assist users in access to, and use of, all relevant applications
  
• Configuration and maintenance of network printing and multi-function devices
  
• Assist the National Technology team in the deployment of new software, and resolution of any local issues relating to LAN/WAN
  
• Apply patches and updates as directed by National Technology
  
• Maintain security of the systems as defined by the Director of National Technology
  
• Applying the Starters/Leavers Process in conjunction with the People Team
  
• Provide user help/training via a variety of resources
  
• Promote and implement only National IT Standards as set by National Technology, and ensure they are complied with
  
• Provide regular on-site visits to offices as agreed with Regional Managers
  
• Regular updates on progress to the Regional Managers
  
• Identify, create, and update Knowledge Base articles, where relevant
  
• Support and maintenance of AV enabled meeting rooms
  
• Perform regular inspection of the Communications room equipment and environment
  

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• Excellent communication skills – particularly telephone and written
  
• Experience of working in a professional practice environment
  
• Comfortable in the provision of support in a cloud‑first environment where all servers and application are hosted in Azure
  
• The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
  
• Familiar with the maintenance and administration of applications
  
• The use of a centralised helpdesk call‑logging environment
  
• A good understanding of IT/Data Security policies and procedures and reporting/escalating any non‑adherence.
  
• Good knowledge of Microsoft Office 365 is essential
  
• Good problem‑solving and diagnosis skills
  
• Able to prioritise and manage conflicting demands
  
• Familiar with wireless networks and networking
  
• Use of Audio/Visual equipment and installations
  
• Ability to work to tight deadlines. xcfaprz
  
• Have a maximum of 5 years’ experience in a similar role.