Ergo are currently looking for a Onsite Deskside Support Engineer for a client based in Dublin’s city centre. This is a fully onsite position. The primary duty of this role is to provide first line technical support to internal staff. The ideal candidate will require an aptitude for working with various applications/systems to undertake analysis, diagnosis, and resolution of IT related issues.
What will you do?
1. Assume full ownership and responsibility of all allocated support tickets, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
2. Ensure strict adherence to SLAs when dealing with customer tickets/calls.
3. Installing, configuring, and troubleshooting of IT related software and hardware.
4. Highlight any anomalies on our customer sites, raising a service ticket and triggering escalation procedures.
5. Develop and maintain an in-depth technical knowledge of Ergo products, services, and solutions.
6. Perform routine day-to-day system security checks/backups and produce up-to-date status reports.
7. Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is always delivered to the customer.
8. Work with other technical staff to ensure connectivity and compatibility between systems.
9. Record and maintain hardware and software inventories, site and/or server licensing, user access and security.
10. Provide occasional technical training to customer’s systems administrators and end users.
11. Maintain confidentiality with regards to the information being processed, stored, or accessed.
12. Monitor remote managed service applications.
13. Fulfil ad hoc duties as required.
What do you need?
1. Appropriate level of competence in documented technical skills
2. Industry standard accreditations desired – Microsoft, Cisco, Citrix, and HP
3. Microsoft Operating Systems
4. Microsoft Applications
5. Anti-Virus/spyware/malware applications
6. Networking – TCP/IP – Switching – Firewalling, etc.
7. Industry Standard Troubleshooting Procedures
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