Job Title: IT Helpdesk Support Level 2
Location: Sandyford
Department: IT Support
Reports To: IT Manager
Job Overview:
We are seeking a highly skilled IT Support Specialist to join our team. The ideal candidate will be responsible for providing top-tier customer service and technical support across a variety of IT systems, including desktop computers, servers, Office 365, networking solutions, backup systems, and videoconferencing equipment. The role requires hands-on troubleshooting, system administration, and collaboration with 3rd party support vendors to ensure the smooth operation of IT services across multiple sites.
Key Responsibilities:
* Customer Service: Provide exceptional customer service and support to end-users, ensuring technical issues are resolved quickly and efficiently.
* Technical Support: Troubleshoot a wide range of technical issues, including Office PCs, server operating systems, Office 365 email, printers, network software, backup devices, and internet connections.
* System Administration:
o Administer and maintain Exchange 2016 and Office 365 environments.
o Manage Active Directory users, groups, and permissions.
o Handle Citrix administration and server-level troubleshooting.
* Backup Solutions: Utilize backup solutions, with a preference for experience with VEEAM, to ensure data integrity and recovery.
* Networking: Provide support for networking concepts and technologies in a support environment.
* Videoconferencing: Troubleshoot and support videoconferencing systems to ensure seamless operation for end-users.
* Escalation Management: Identify non-standard problems and escalate to third-party support partners for resolution when necessary.
* Problem Management: Monitor for recurring issues and proactively alert management of patterns to improve service quality.
* Special Projects: Participate in special projects as directed by management.
* Travel: Willingness to travel across various sites as required.
Qualifications and Skills:
* Education: Third-level technical qualification preferred, or equivalent practical experience.
* Certifications: Microsoft MCP, CompTIA A+, or similar networking certification is desirable.
* Experience: Minimum of 5 years of IT support experience in a similar role.
* Technical Skills:
o Strong troubleshooting skills with excellent technical aptitude.
o Hands-on experience with Exchange 2016, Office 365, Active Directory, Citrix, and VEEAM backup solutions.
o Working knowledge of networking concepts and technologies.
o Experience with videoconferencing systems.
* Soft Skills:
o Strong customer-focused communicator with excellent interpersonal and communication skills.
o Ability to work effectively both independently and as part of a team.
* Other Requirements:
o Full driving license and willingness to travel between sites.
Additional Information:
* This is a full-time position based at Sandyford.
* Occasional travel required between various sites.
If you are passionate about IT support and troubleshooting, and you thrive in a customer-focused environment, we encourage you to apply and join our dynamic team.
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