Overview
Deskside Support Engineer at Bluecube Technology Solutions - An Ekco Company. On-site and remote support for end-users, focusing on a key application with on-site desktop support in Dublin.
Key Responsibilities
* Provide on-site and remote support to end-users, resolving hardware and software issues, including desktops, laptops, printers, and mobile devices.
* Troubleshoot and diagnose hardware and software problems, escalating issues 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 request solving process, including decisions and actions through to final resolution.
* Assist with IT onboarding and offboarding for employees, including equipment setup and ensuring proper system access.
* Maintain high service targets and adhere to customer SLAs.
* Offer friendly and professional assistance to end-users to ensure high customer satisfaction.
* Collaborate with the Service Desk to deliver a unified support service to customers.
* Manage workload effectively to ensure timely resolution and clear communication with end-users for incidents and service requests.
* Collaborate with other support teams to resolve complex technical issues.
* Maintain accurate documentation of support activities, including incident reports and resolutions.
* Ensure work adheres to best practices and industry standards.
* Stay up-to-date with technology trends and participate in ongoing training to enhance technical knowledge and skills.
Qualifications
* 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, Office365, 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
* 🎂 1 day Birthday leave per year
* 💰 Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
* 📞 Employee Assistance Programme (EAP) - mental health and wellbeing support
* 🏃♀️ EkcOlympics - global activity for fun
* 📚 Learning & development - Unlimited access to Pluralsight
* 🌱 Opportunities to grow (also internationally)
Location: Dublin, Ekco
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