24x7 Support Engineer
On site Dublin 4
***Shift based*** – 12 hrs shift pattern (08:00 to 20:00 hrs / 20:00 to 08:00 hrs).
The 12-hour shift pattern consists of two rotations: 08:00 to 20:00 hrs (day shift) and 20:00 to 08:00 hrs (night shift). Shifts are organized in a cycle of four consecutive working days followed by four consecutive days off. For example, 4 days on day shift, followed by 4 days off and 4 days night shift on the next rotation.
**Working hour week is 48 hours, therefore unfortunately we cannot accept Stamp1g applications**
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion organization you will work directly on a client site (Dublin 4) working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organization we offer all our employees' access to an online training platform, career progression and a supportive environment. The team is comprised of 4 service desk engineers.
What will you be doing:
* Acknowledge and respond to event notification
* Work within predefined SLA for event resolution.
* The 24x7 Service Desk will proactively respond and resolve to as many events as possible
* The 24x7 Service Desk will escalate events as required to level 3 team members to resolve events as required. The level 3 team members are based off site.
* Log all events in the incident record system
* Log a ticket in the service management tool; and
* Triage the incident, recording key information in the service management tool.
* The 24x7 Service Desk will escalate to additional support (for example On-Call) as required.
* Update Incident management log for future recurrence
* Access management – password resets, provision of one-time passwords, etc.
* Routine checks, tasks and Preventative Maintenance (Health checks, audits, backup management, systems management)
* Ensure compliance with all Auxilion and client policies and procedures – e.g. security policy etc.
What experience will you have:
* 1 to 2 years' experience supporting and administering enterprise monitoring tools and solutions in a critical service environment.
* 1 to 2 years' experience supporting and administering in a range of the following:
* Excellent knowledge of desktop, laptop and mobile device hardware and Microsoft OS products including Windows 10, and MS Office2016, Office 365
* Video conferencing support
* Good communication and teamwork skills and interpersonal skills are key
* Third level qualification would be desirable but not essential
* Commitment to learning and development of creative support solutions.
* Process focused
* Customer Orientated
* Good communication and teamwork skills and interpersonal skills are key.