Job Description
In our Global Headquarters we are looking for a Field IT Engineer who will support the Irish end‑user community in their day‑to‑day IT activities and maintain the local IT infrastructure at One Albert Quay. The role includes PC lifecycle management, PC provisioning and replacement, managing the Ireland ServiceNow queue, support for onsite and visiting VIPs, vulnerability management on user devices, and occasional support at other locations in Ireland.
What you will do
The candidate will provide Level 2 and above support, be part of the wider IT Service community, conduct on‑site field support, and perform various IT administration tasks.
How You Will Do It
Use weekly status reports to build and deploy equipment for new hires.
Conduct hardware installation and provide ongoing support (Windows PCs, Mac PCs, tablets, mobile 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 ServiceNow queue, but unresolved issues will be assigned to the Ireland queue.
Support Identity and Access Management requests (provisioning, de‑provisioning, access validation, authentication, network share, and troubleshooting).
Assist project, engineering, and network teams with physical troubleshooting, configuration, installation of various site technologies such as IoT devices, servers, access control/video, meeting‑room technologies, and AV systems.
Deliver field IT services in accordance with SLT’s using the JCI Service Management toolset.
Support local IT security compliance (e.g., communications‑room set‑up, maintenance, and access) as needed.
Assist compliance teams with audit tasks.
Maintain end‑user system security by prioritising 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 the Johnson Controls global client computing environment and related standards (operating systems, hardware and software configurations, antivirus, remote access, remote control, web browser, system‑management tools, PC lifecycle management, backup/recovery).
Provide occasional local site support for infrastructure upgrades.
Work with VIPs both onsite and during visits to the Global Headquarters.
What We Look For
Relevant qualification in Computer Science, Engineering, Microsoft certification or a 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 macOS would be an advantage.
Understanding of basic networking concepts such as IP addressing, DNS, DHCP, network routing, wireless connectivity.
Experience with comms rooms, server rooms and typical installed equipment.
Experience in Office 365 suite of products (Outlook, Teams, OneDrive) with a technical understanding of how these products connect to background systems.
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 of engaging in special projects to foster professional growth.
Knowledgeable or experienced in any of the following additional technologies is an advantage: cloud computing, networking, IoT, PC security tools, core systems such as DNS, DHCP, DFS, etc.
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