What You Will Do
In our Global Headquarters we are looking for a Field IT Engineer. The primary responsibility of this role is to support the Irish end user community in their day to day IT activities and support the users and IT infrastructure in our One Albert Quay location. This will include PC lifecycle management, PC provisioning and replacement, managing the Ireland Service Now queue, support for onsite and visiting VIPs. Vulnerability management on user devices and support of the local IT infrastructure. The candidate will be supporting both local users and users working remotely. Providing Level 2 and above support where appropriate, they will be part of a wider IT Service community. Occasional onsite support of our other locations in Ireland may be required.
How You Will Do It
Use weekly Status reports to build and deploy equipment for new hires.
Conduct hardware installation and provide ongoing support (e.g., Windows PCs, Mac PCs, tablets, mobility devices, printers, specialized devices). Once deployed most support requests will fall into the Level 2 and above category.
Complete the PC lifecycle management process by ensuring machines are ready for users and retiring machines are processed to completion.
Manage the Ireland Service Now Ticket Handling Queues to resolve end user issues. Level 1 and 2 tickets will be triaged by our central Service Now queue, but unresolved issues will be assigned to the Ireland queue.
Support Identity and Access Management requests (e.g., provisioning, de‑provisioning, access validation, authentication, network share, and troubleshooting).
Assist project, engineering, network teams etc. with physical troubleshooting, configuration, installation of various site technologies such as IoT devices, servers, Access Control/Video, meeting room technologies, AV systems.
Deliver Field IT Services in accordance with SLT’s using JCI Service Management toolset.
Support local IT security compliance (e.g., comms room set‑up, maintenance, and access) as needed.
Assist compliance teams with audit tasks.
Maintain end user system security through prioritizing of vulnerability incidents/requests.
Proactively communicate and provide updates to users.
Be an IT knowledge leader for the end user community.
Support and deliver Enterprise and Business Unit projects and initiatives.
Ensure end user compliance with, and the maintenance of, the Johnson Controls global client computing environment and related standards including operating systems, hardware and software configurations, anti‑virus, remote access, remote control, web browser, and system management tools, PC lifecycle management and backup/recovery.
Occasional local site support in our other locations, primarily for infrastructure upgrades.
Work with VIPs both onsite and who visit the Global Headquarters on a regular basis.
What We Look For
Relevant qualification in Computer Science, Engineering, Microsoft certification or related discipline.
Experience in a client support role, VIP support an advantage.
In‑depth knowledge of Windows 11 OS including subsystems such as Certificate management, Device management, regionalisation, Registry editor etc. Experience with Mac OS would be an advantage.
Understanding of basic networking concepts such as IP addressing, DNS, DHCP, network routing, wireless connectivity etc.
Experience with comms rooms, server rooms and typical installed equipment.
Experience in Office 365 suite of products with a particular emphasis on Outlook, Teams and One Drive – technical understanding of how these products connect to the various background systems and integrate together.
Excellent verbal and written communication/documentation skills.
Effective communicator of technical material to a non‑technical audience at various levels.
Ability to establish and maintain high levels of client trust and confidence.
Occasional domestic travel up to 10%.
Ability to manage and take ownership of ticket queues.
Desirous to engage in special projects to foster professional growth.
Knowledgeable or experienced in any of the following additional technologies an advantage: cloud computing technologies, networking, IoT, PC security tools, core systems such as DNS, DHCP, DFS etc.
#J-18808-Ljbffr