PFH Technology are looking for an IT Support Engineer to join our client’s growing team in Dublin.
Objective: Provide hands on end user support, administration, installation and issue resolution for our client.
Contract: Permanent
Location: Onsite, Dublin 1
Key Responsibilities
Provide first and second Line support (with ‘first time resolution’ service) for ICT operations
Log and track incidents on the ticketing system (in accordance with ITIL processes) and liaise with third parties when required
To raise and own Problem tickets, locate Root Cause and communicate workarounds and fixes to support teams
Resolve the incident themselves in most cases
Escalate to the Level 3 Helpdesks where necessary, and on a prioritised basis
Liaise with other technical specialists within the organisation to resolve the incident, (the response should clearly detail the areas where the tenderer has technical expertise). This support may be provided remotely or if appropriate on-site
Escalate high-priority incidents to the Service Delivery Manager
Create and Update our Knowledge Management system, SOP’s, and Runbooks
To contribute effectively to organisational and team processes and adhere to policies including but not limited to Data Protection and Information Security
Manage and maintain IT hardware and software assets
Liaise with external hardware/software providers to resolve the incident (it is expected that the tenderer will manage the support issues with third party suppliers)
Carry out any other duties as required
Skills/Competencies/Experience
Microsoft Windows 10 certification MD-100
Should have achieved or being working towards achieving Modern Desktop Administrator Associate certification. Must have exposure and be able to demonstrate practical experience with:
Windows 10
Office365 – Outlook, OneDrive, Teams, SharePoint, Word, Excel, PowerPoint and Note.
Active Directory / AzureAD
InTune, InTune policies
Modern communication and collaboration tool suites such as MS Teams
Windows Defender Endpoint
Window 10 Intune deployments
Must be familiar with patching and patching policies of desktop systems using a variety of technologies such as SCCM or InTune
Have exposure to and demonstrate experience with management of security alerts and incidents
Be willing and capable to work well within a team environment
Be able to clearly communicate technical solutions in a user friendly and professional manner demonstrating a Customer service mind-set
Education
Third Level Education Qualification is preferable.
PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.