Desktop Support Engineer

Sanderson Recruitment Ireland

Limerick

Desktop Support Engineer: Our client is an innovative ICT Service Company - experts in workspace management, connectivity, data centres & consultancy services. Offer range of services; Smart Work - Driving workplace efficient through new technologies. Security - Protecting business practices. Intelligent Infrastructure - Effectively manage your networking resources. Multi-Cloud Management - Driving business change through cloud technology. Applications - To transform the relationships among people, services, systems and the business. Investment Services Group - Key tools for Private Equity clients. 15 business partners / 2,800 clients (many FTSE500 businesses & public clients. Role Overview. Working on-site in Limerick City and also supporting several satellite sites, candidate must be mobile also. The role would suit someone capable of effectively managing their time working from a ticket queuing system (Service Now. To provide a combination of 2nd/3rd line technical support and IMAC (Installs moves and changes) activity to customers via site visits, remotely, emails & telephones. Role Purpose and responsibilities: Respond and resolve all assigned calls within prescribed SLA. Manage workload. Take appropriate action to ensure no calls exceed SLA. Where unable to resolve a call, or where assigned call is in danger of not meeting SLA, escalate as per appropriate escalation procedure. Install and configure desktop products into network environment. Liaise with Service Desk and clients infrastructure teams for the resolution of customer issues. Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved. Update Call Management System, clearly specifying progress and resolution details. Comply with all Customer and our client's Policies and Procedures. Be able to identify root cause issues from a desktop perspective and escalate to engineering teams accordingly. Hardware/Software experience. Required - Windows XP, Windows 7, MS Office, MS Outlook, Internet Explorer, Java, TCPIP, Anti-Virus, Laptop Wireless setups. Preferred - Lotus Notes, MS Office 2007-20010, , Process Monitor, Java, TCPIP. Knowledge & Experience. Typically secondary/ high school qualified with a relevant technical qualification, required certifications and relevant work experience. At least 1 years' experience working in a desktop environment. All applicants must be capable of performing both Incident Management and IMAC Activities. This job originally appeared on RecruitIreland.com.

1712 days ago