IT Service Delivery Technician - Spiddal Galway
Apply locations Galway, Spiddal, Ireland time type Full time posted on Posted 8 Days Ago job requisition id R29976
By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.
At Integer, our values are embedded in everything we do.
Customer: We focus on our customers’ success.
Innovation: We create better solutions.
Collaboration: We create success together.
Inclusion: We always interact with others respectfully.
Candor: We are open and honest with one another.
Integrity: We do the right things and do things right.
Role Summary
The primary purpose of this role is to provide first and second-level support for the enterprise client computing environment including desktops, laptops, printers, mobile devices, phones, peripherals, and client software. This is a customer-facing role and support is provided in-person, over the phone and via e-mail to local and remote Associates. The local environment is a mix of back-office and manufacturing shop-floor.
Key Accountabilities and Responsibilities
* Adheres to Integer Values and all safety and quality requirements including, but not limited to: Quality Management Systems (QMS), Environmental Management Systems (EMS), U.S. Food and Drug Administration (FDA) regulations, Company policies and operating procedures, and other regulatory requirements.
* Adheres to Integer IT Service Management (ITSM) policies and procedures including Incident Management, Request Fulfilment, Problem Management, Change Management.
* Processes and prioritizes all incidents and requests via Integer ticketing system i.e. EasyVista.
* Provides outstanding customer service to all Integer Associates and always exceeds their expectations.
* Provides support for client computing hardware and software.
* Configures, deploys, and supports desktops, laptops, printers, and related peripherals.
* Provides technical guidance and training to internal Associates.
* Creates internal documentation and self-help articles for Associates.
* Provides support and backup coverage for other local site support teams as needed.
* Monitors support issues at sites to identify patterns and common issues with the aim to reduce reoccurring incidents and significantly improve the quality of our service.
* Performs Active Directory User Admin functions if applicable to your local site. Provides after-hours support as needed for responsible site(s).
* Meets/exceeds SLA’s and maintains high customer satisfaction ratings. Supports IT projects as required.
Skills Required
* Excellent communication skills, both written and verbal, across all levels in the organization.
* Excellent documentation skills, both end-user and technical.
* Experience with IT Ticketing systems for processing and prioritization of incidents and requests e.g. EasyVista, ServiceNow.
* Ability to troubleshoot and support Integer standard desktop environment, including the following technologies:
o MS Windows 7 and MS Windows 10
o MS Office 2010 through to MS Office 365
o Internet Explorer
o Java
o Cisco applications including Webex, Jabber, Proximity
o Adobe Reader
* Ability to troubleshoot Label and Laserjet printing environment.
* Ability to troubleshoot basic networking issues, including cable patching and TCPIP diagnostics.
* Ability to troubleshoot basic server issues e.g. file-shares, drive mappings. Experience with Desktop imaging and application deployment technologies and processes e.g. SCCM. Experience with basic Active Directory administration including password reset, group memberships.
* Experience in a forest/multi-domain environment.
U.S. Applicants: EOE/AA Disability/Veteran
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