Overview
eir evo talent are currently recruiting for a Level 1 IT Support for our client in Blanchardstown. This is a day rate contract role.
2 years IT Support essential
Experience:
1. At least 2/3 years of experience in an IT Support
2. Technical experience in IT Systems management and desktop support,
3. A Bachelor's in a relevant field preferable or equivalent experience,
4. Experience with the following systems: OSX, Windows – system & applications, mobile,
5. Proven experience as a help desk technician or other customer support role
6. Good understanding of computer systems, mobile devices, and other tech products
7. Ability to diagnose and resolve basic technical issues.
8. Proficiency in English
9. Good communication skills with strong customer focus
10. Customer-oriented and cool-tempered
11. BSc/BA in IT, Computer Science, or relevant field
12. Exposure to ITIL v3, specifically in incident/request, problem & change
13. Data integrity guidelines.
14. Experience in supporting infrastructures and applications; or equivalent position.
15. Experience of server and/or workstation platforms, but physical and virtual.
16. Excellent communication skills (written and oral).
17. Strong technical aptitude (i.e. able to read and comprehend technical documentation and execute procedures)
18. Hardware Support: Provide workspace and utilities for support personnel including desks, bench space, telephones, network access and power.
Troubleshoot, diagnose, and resolve the tickets which require onsite support.
Coordinate with Level 3 support team, Level 2, and Service Desk teams for ticket resolution
Schedule Supported Device installation, Software and Hardware activity with End User at their convenience to minimize disruption.
Manage any end-user service requests (e.g. desktop, mobile) which require local interaction.
Support all end users' devices & their accessories (not limited to Desktop / Laptops, Mac, Telephones, Smartphones, Tablets, Video-conferencing systems, printers, printer consumables)
Collect hardware as part of user's leavers process.
19. Asset Management: Maintain asset register including hardware and software.
Manage non-standard intervention / software installation.
PC and other devices logistics Management
20. Software and configuration: Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
Bios, Drivers, Software deployment on end user devices
Deployment of mobile apps
21. Hands and feet support on all devices Meeting room support and conference room devices.
Printers
Laboratory and manufacturing devices
22. Support to Organizational Events
23. Infrastructure on-site support and interventions in coordination.
24. Offsite Backup and tapes management
25. Maintenance Activity / logistics support in coordination with Third Parties.
26. Perform remote troubleshooting through diagnostic techniques and pertinent questions.
27. Determine the best solution based on the issue and details provided by customers.
28. Walk the customer through the problem-solving process.
29. Direct unresolved issues to the next level of support team
30. Provide accurate information on IT products or services.
31. Record events and problems and their resolution in logs.
32. Follow-up and update customer status and information
33. Pass on any feedback or suggestions by customers to the appropriate internal team.
34. Identify and suggest possible improvements on procedures and instructions.
35. Be responsible for new starter setup and repossession of leavers equipment,
36. New User Onboarding – present IT and provide new user IT inductions,
37. Manage relationships with vendors and ensure high-availability of business-critical IT systems,
38. Provide user trainings and continual development.
39. 1st/2nd line Network support and troubleshooting.
40. Soft Skills A strong customer service focus (High Level of customer interaction and engagement)
Excellent interpersonal and communication skills (both written and verbal),
Comfortable working both autonomously and as part of a team.
Ability to work under pressure.
Negotiation skills
Be able to provide VIP support and appreciate the difference between standard user and heightened IT Support.