Overview
Deskside Support Engineer role at Bluecube Technology Solutions - An Ekco Company. This position is based in Dublin - Ekco and involves onsite desk-side support for a key client and hybrid support for a specific application.
Founded in 2016 Ekco is a fast-growing cloud solutions provider in Europe, with over 1000 colleagues across the UK, Ireland, Benelux, South Africa and Malaysia. Ekco is a leading IT service provider delivering cloud maturity and transformation for clients.
Key Responsibilities
* Provide on-site and remote support to end-users, resolving hardware and software issues for desktops, laptops, printers and mobile devices.
* Troubleshoot and diagnose hardware and software problems; escalate to higher-level support when necessary.
* Assist with user account setup, password resets and permissions management in Active Directory and other systems as required.
* Record, track and document the service desk process, including decisions and actions from issue to final resolution.
* Assist with IT onboarding and offboarding processes, including equipment setup and ensuring proper system access.
* Achieve service targets and adhere to customer SLAs.
* Provide friendly, professional assistance to end-users to maintain high customer satisfaction.
* Collaborate with the Service Desk and other teams in a “One Team” approach to service delivery.
* Manage workload effectively to ensure timely resolution and clear communications with end-users for incidents and service requests.
* Work with other support teams to resolve complex technical issues and maintain accurate documentation of incidents and resolutions.
* Ensure work adheres to best practices and industry standards and stay up-to-date with technology trends through ongoing training.
Key Requirements
* 3rd Level IT-related degree desirable
* 2+ years of experience in a similar role
* Industry certifications – Azure, Office365; A+ and Network+ desirable
* Strong knowledge of Microsoft Azure, Office 365 and Windows Server desirable
* Understanding of ITIL framework
* Experience in adhering to KPIs
* Excellent communication skills with the ability to support clients remotely
Benefits
* Time off – 25 days leave + public holidays
* One additional birthday leave day per year
* Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
* Employee Assistance Programme (EAP) for mental health, wellbeing and general advice
* EkcOlympics – global activity for fun
* Unlimited Pluralsight learning platform access
* Opportunities to grow with responsibilities and potential international progression
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the year
* VMware & Veeam top partner status
* Ranked as 4th fastest growing technology company in Deloitte Fast50
* Commitment to diversity, equality, inclusion and belonging
* Internal mobility and opportunities for progression
* Flexible working with a family-friendly focus
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT Services and IT Consulting
Locations
Dublin - Ekco
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