We are seeking a proactive and customer-focused Level 1 IT Support Contractor to provide onsite technical support for a leading training institute in South Dublin. This role is ideal for someone with strong troubleshooting skills, a service-oriented mindset, and experience supporting hybrid working environments.
You will be the first point of contact for IT issues across desktop, infrastructure, AV, and collaboration tools, working closely with internal teams and external vendors to ensure smooth day-to-day operations. This is initially a 12-month contract with a possible extension.
Key Responsibilities
* Provide first-line support for 100+ hybrid users across desktop, laptop, and mobile devices.
* Manage user accounts and permissions in Microsoft Entra ID and Active Directory.
* Support Microsoft Teams, including Teams Sites and SharePoint Sites.
* Provide basic AV support for meeting rooms, training rooms, and lab spaces (with escalation to third-party vendors as needed).
* Maintain and troubleshoot office printing systems (Uniflow).
* Assist with onsite IT infrastructure, including VMware cluster, SAN, and backup systems.
* Liaise with UCD IT team on network-related issues.
* Log and prioritise support calls, implementing a basic ServiceLevel Agreement (SLA) structure.
* Respond to ad hoc priority issues (e.g. business continuity), as defined by the Facilities Manager.
Technical Environment
* VMware ESXi cluster (3-node HPE DL380 G9)
* HP MSA 2050 SAN with tiered storage
* Synology NAS and Veeam Backup & Replication
* Cisco switching and VLAN segmentation
* Microsoft 365, Teams, SharePoint
* Uniflow print management
* AV systems in meeting and training rooms
Candidate Profile
* 2+ years experience in IT support or helpdesk role
* Strong troubleshooting skills across Windows desktop environments
* Familiarity with Microsoft 365, Teams, and SharePoint
* Basic understanding of Active Directory and user administration
* Excellent communication and customer service skills
* Ability to work independently and manage priorities
* Experience with VMware, SAN storage, or backup systems
* Exposure to AV equipment and meeting room technologies
* Familiarity with ITIL or service desk ticketing systems
* Reports directly to the Facilities Manager
* Escalates infrastructure or network issues to MSP IT team
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