The IT Operations Support Technician position is responsible for resolving the day-to-day technology challenges that prevent employees from serving our customers. In addition to providing excellent customer service skills, triage, follow through, and timely problem resolution, Operations Support Engineers are responsible for reducing the amount of trouble tickets in the organization over time. This is achieved through root cause analysis, automation, implementation/configuration of tools, and a deep understanding of systems and cause/effect.
The role is physically based in the Verve Dublin office, but the successful candidate will work as part of the wider Opus Group IT and Technology teams, who provide IT support for all agencies within the Opus Group, including Verve.
This role reports into the Director, IT Services. Through collaboration with the other IT team members (Business Systems Analysts, Security & Compliance, Infrastructure, and IT Management), the IT Operations Support Engineer is responsible for analysis of existing desktop tools, requirements gathering, selection, implementation, configuration, and roll out. This includes, but is not limited to, system deployment, antivirus, server and network configuration management, asset management, system monitoring, patch management, and the helpdesk ticketing system.
Essential Functions
* Provide exemplary customer support, primarily in-person, to IT issues experienced by our employees
* Triaging and fixing any helpdesk tickets.
* Understanding of MS Windows and Mac operating systems
* Knowledge of – and ability to troubleshoot – a wide variety of software systems, locally installed, client/server, and cloud based
* Partner with agency employees to help them become more efficient with our selection of technology tools
* Present a professional image as a representative of the company
* Establish and maintain effective professional working relationships with co-workers, and every level of management
* Create and update end-user documentation, as needed
* Updating, troubleshooting, and resolving issues in the office network, including, wifi, servers, routers, switches, VPN, etc.
* Oversight of laptop and IT accessories ordering and management
* User account management in Google Workspace, MS Office, Slack and Okta.
* Requirement to travel at least 10% of the time between Ireland and UK offices, quarterly trips and emergency travel, with possible travel to Amsterdam.
* This position has no direct supervisory responsibilities, although may at times be required to coach and provide direction to less experienced staff.
Required Qualifications
* At least 5 years in providing IT helpdesk support
* Effective written, verbal communication, and collaboration skills
* Proficient listener, capable of translating requests into actionable tasks
* Excellent troubleshooting and problem-solving skills
* Awareness of Information Security best practices
* Demonstrated knowledge of a broad range of hardware and software
* Fluency in English
Benefits of working at Verve:
* Great company culture (really) & fantastic office environment
* Year round CSR programmes and opportunity, volunteering projects, Give Back mentoring experience
* Diversity and Inclusion programmes
* Sustainability Mandate (Verve is IS02012, 14001 and B Corp certified)
* Active Social activities
* Great opportunity to learn, continuous learning programme, degrees, diplomas, certificates funded by Verve
Verve is an equal opportunities employer, we are determined to ensure that no applicant receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown. Verve is committed to promoting a diverse and inclusive community – a place where we can all be ourselves and succeed on merit.
Sustainability
Verve is proudly ISO 20121, 14001 and B Corp certified, and is one of the only agencies to hold this certification. We work hard to retain this certification and are always looking for new ways to be more sustainable in our workplace and in our events.
Diversity
Verve is an equal opportunities employer. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy. Celebrating our inclusive and diverse culture is integral to Verve. We know that for our business to thrive and to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities. Together, we continue to build a culture that encourages, supports and empowers our employees.
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