Job Title: IT Helpdesk Support Level 2Location: 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:Administer and maintain Exchange 2016 and Office 365 environments.Manage Active Directory users, groups, and permissions.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:Strong troubleshooting skills with excellent technical aptitude.Hands-on experience with Exchange 2016, Office 365, Active Directory, Citrix, and VEEAM backup solutions.Working knowledge of networking concepts and technologies.Experience with videoconferencing systems.Soft Skills:Strong customer-focused communicator with excellent interpersonal and communication skills.Ability to work effectively both independently and as part of a team.Other Requirements: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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