Title:
Technical Support Advisor
Reporting to
: Service Delivery Manager
Location:
Grand Canal Dock, Dublin 2
Contract
: Full-time, Permanent
Working Model:
Hybrid Working Model (four days in the office, one day working remote on a weekly basis. Flexibility to work additional days in the office will be required depending on business demands).
* Kindly note we do not offer visas or sponsorship for this role. You must have the right to work in Ireland and provide a valid Visa to be considered for this role.
About IPB:
Founded in 1926, we are the leading insurer of Ireland's public sector. As Irelands only indigenous mutual insurer, we exist to protect and safeguard the interests of our Members, consisting of all 31 Local Authorities, 16 Education and Training Boards, the HSE and Regional Assemblies. In doing so, we play an important role in supporting our Members in serving the needs of their local communities across the length and breadth of Ireland.
Our purpose is as relevant today as it was when we were founded over 97 years ago. We have maintained this purpose by attracting the very best talent to meet the evolving needs of our Members and customers.
About the Role:
Reporting to the Service Delivery Manager, the Technical Support Advisor will provide high-quality I.T. support and customer service to internal users. The Technical Support Advisor will troubleshoot and resolve technical issues, manage IT requests and queries, and ensure secure, efficient systems and equipment performance. This role involves working closely with employees to help them effectively use company systems and applications and providing training as needed. Additionally, the role involves collaboration and contributing to the improvement and optimisation of IT infrastructure and processes.
To be successful in the role you will be accountable for:
* Providing first-level and second-level remote and deskside support to computer systems users to the standards and levels required by the business, the IPB Board, and IT management
* Administration of user accounts and systems access
* OS and application support of Windows, MS365 suite and IPB's core insurance applications
* Support of all end user hardware including laptops, desktops, VDU equipment, mobile devices
* Support and administration of workplace technologies such as printers, audio visual equipment, Wi-Fi and physical access control
* Managing calls within a busy helpdesk with energy, handling competing priorities, and following through to ensure problems are fully resolved quickly and professionally while meeting performance metrics.
* Taking ownership of user problems and being proactive when dealing with issues, using root-cause analysis and ITIL methodologies to drive long-term efficiencies
* Collaborating with third-level IT security, infrastructure and application teams for the satisfactory resolution of issues or delivery of projects
* Performing daily, weekly and monthly tests of meeting room AV equipment, backups, restoration testing, hardware & software inventory management, endpoint patching and security vulnerability management
* Patching and upgrading operating systems, software, and applications
* Maintaining security through endpoint protection and MDM rollout, troubleshooting, and maintenance
* Administering the company telephone system
* Planning, testing, and partnering in the rollout of upgrades, new applications, hardware, operating systems, and infrastructure equipment
* Identifying user training needs during support, providing guidance and technical expertise to users related to system or software, and offering ad-hoc user training and instruction on applications, software, and hardware
* Supporting occasional IT maintenance tasks and disaster recovery testing, participate in other business and IT projects as required
What we're looking for:
* Experience troubleshooting, diagnosing and resolving issues with Windows 10/11 and Microsoft 365 technologies such as Office 365, Exchange, Teams, OneDrive, SharePoint
* Connectivity troubleshooting for desktops, laptops, servers, and basic network issues
* Experience resolving hardware, operating system and software issues with desktops, laptops, servers and mobile devices
* Experience with MDM solutions such as MS Intune
* A solid understanding both technically and functionally of Microsoft Active Directory, Microsoft Entra, DNS, DHCP, Group Policy, Exchange Online and Office 365, Windows Desktop and Server operating systems
* Microsoft Defender suite, inTune, Endpoint Central or similar product experience
* Experience with Backup, Citrix / Terminal services and Enterprise Anti-virus technologies
* Experience with deploying OS images and application management
* Able to promptly answer support related email, phone calls and other electronic communications
* Able to build and maintain excellent working relationships with end users and other teams within the IT department
* Able to clearly communicate within a multi-team department and when supporting end users
* A strong desire to increase their technical knowledge and develop their soft skills
* Third-level qualification in an IT-related discipline, or relevant professional certifications & experience (e.g. MCSA, CompTIA A+/Network+)
* Experience in Financial Services/Insurance Industry would be advantageous
What you'll get:
* An opportunity to work within a team of I.T. experts in the areas of technical support, hardware and software troubleshooting, network administration, and I.T. infrastructure and security management
* Exposure to technologies that will enable you to develop a diverse skill set and stay at the forefront of emerging IT trends
* Opportunity to work within a medium sized organisation with exposure to all internal stakeholders across a breadth of technologies
* No two days are ever the same, a collaborative environment with varied daily challenges
* A high level of camaraderie across all areas of the business
We offer you a culture that is underpinned and supported by our values and behaviours of 'Passionate', 'Service Driven', 'Respectful', 'Trustworthy' and 'Collaborative'. These values underpin how we interact with each other across everything that we do. They guide our thinking, decisions, and actions, creating a truly unique place to work. Every employee is responsible for the creation of our culture which focuses on creating a psychologically safe 'Speak Up' environment, promoting an inclusive and diverse workplace and enhancing our journey in employee engagement and sustained performance improvement.
Lots of benefits including:
* Competitive Salary
* Discretionary Bonus
* Health Allowance for employees and dependents where applicable
* Holidays - 24 days annual leave plus the option to purchase more
* 10 public holidays plus 2 additional company days
* Generous Pension Scheme
* A suite of family leave policies
* Life assurance cover
* Income Protection Insurance
* Discounted Home and Car Insurance
* Learning and Development Opportunities
* Exam and Study Leave
* Easy access to our Employee Assistance Programme and suite of Employee Wellness Initiatives including annual Flu vaccine
* Bike to Work Scheme
* Active Sports and Social Club
IPB is committed to attracting, developing, and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of gender, race, religion, sexual orientation, age, marital status, family status, disability, or membership of the Traveller community. We bring out the best in each other.
IPB is proud to be recognised as a Great Place to Work and placed 24th in the 2024 best medium sized workplace category.
IPB is dedicated to Sustainability and safeguarding your future. We focus on Environmental, Social, and Governance commitments, and invite you to join us in creating a better world for generations to come.
Individuals who are interested in applying for a job opportunity in IPB can request reasonable accommodations to be made throughout the recruitment process.
To learn more about us, please visit here.
If this sounds like you:
Apply if you think we're a good match for you and you believe in our values. We'll get in touch to let you know what the next steps are.
Interviews:
Interviews will be conducted in-person, in addition to virtually where required.