Deskside Support Engineer L2
Place of work: On-site – Smithfield, Dublin 7 / Duration: Permanent / Hours of work: Monday to Friday – Office Hours.
About the Company and the Role:
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the organisation, you will work directly on a client site, working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organisation, we offer all our employees access to an online training platform, career progression and a supportive environment.
In this role, you will work directly on a client site in Cork, responding to internal customer service requests needing technical support for hardware/software issues. The technical scope is to provide on-site end-user support, provision of hardware such as laptops, iPads, mobile phones and peripherals.
Position Responsibilities:
- Request Fulfilment and Incident Management - initial investigation & diagnosis of incidents. Hands-on support for users
- Problem Management - problem and opportunity identification, trend analysis for issues raised
- Knowledge Management - responsible for maintenance of the knowledge base
- Software Installation & verification- installation and verification of software and software updates
- Training of client staff - provide a staff ICT induction training for any new client staff
- Systems Monitoring – monitor alerts throughout the day and take appropriate action for every alert received
- Shared Mailbox Management - monitor the mailbox throughout the day and take appropriate action for every alert received
- Asset Tracking - responsibility for asset tracking and reporting of all existing and new ICT equipment
- Joiners/Movers/Leavers - implementing joiners, movers and leaver requests according to the documented requirements
- Maintenance of Active Directory - accurately reflect changes in ownership of laptops/ desktop PC’s etc.
- Maintenance of Software master list - responsibility for asset tracking and reporting of all allocations of software licenses
- System Administration- setting up, changing or removal of SharePoint libraries & sites, Exchange distribution lists, shared mailboxes, Teams etc
- Auditing - facilitate and co-operate fully with any audits and to provide access to any facility, information or records required for the purpose of undertaking the audits
- Physically move ICT equipment, assist with desk moves
- Daily checks including:
Key applications up and working correctly, (SharePoint, Exchange, CRM etc.)
All data links available
Backups successful
SAN & NAS disk space
Phone system operating
Portal up and available
Server rooms environmentally sound, e.g. temperature, power etc.
Technical Competencies:
- Minimum 12 months previous experience in an onsite Technical Support role
- Excellent knowledge of desktop, laptop and mobile device hardware, operating systems and protocols
- Key requirements include
- Windows 10
- Microsoft Office suites
- Laptop, Desktop and Peripheral Hardware
- Mobile devices (iOs, Android)
- Intune, Company portal and Microsoft Authenticator
- MS Active Directory
Additional skills include
- Networking
- SCCM
- MacOS
- Virtualisation products (Hyper-V and VMWare)
- ServiceNow experience
- Ability to cope with the pressures of peak workloads and short deadlines.
Business Competencies:
- Excellent problem solving and troubleshooting skills
- KPI Reporting: Ability to conduct weekly/monthly reporting and perform trend analysis.
- Process Documentation: Proven expertise in drafting and implementing process documentation.
- Resource Management: Skill in scheduling and managing allocated resources effectively.
- Team Morale and Efficiency: Ability to maintain team morale and efficiency, even during peak workloads and tight deadlines.
- Performance Management: Competence in conducting performance reviews and managing team performance.
- Mentoring and Training: Demonstrated skill in offering guidance, mentoring, and training to team members.
- Leadership: Strong leadership skills with a focus on team development and collaboration.
- Strategy Contribution: Ability to contribute to and influence strategies affecting the team.
- Continuous Improvement: Championing and driving continuous improvement initiatives.
- Team Advocacy: Skill in advocating for the team within the broader business context.
- Commercial Acumen: Understanding of commercial aspects and business acumen.
- Risk Management: Ability to identify, assess, and manage risks effectively.
Job Type: Full-time
Application question(s):
- How many years of on-site Technical Support do you have?
- How many years of work experience do you have with Laptop, Desktop and Peripheral Hardware maintenance?
- Are you comfortable with daily commuting to Mahon, Cork?
- Will you require now or in the future any visa sponsor?
Work Location: In person