The Position
What You’ll Do:
You will be a senior, experienced and talented customer service and support evangelist, working with the team and assisting our customers via in person walkup, support tickets, email and chat. You will work closely with Helpdesk staff to build and maintain IT support documentation and tools, coordinate schedules, administer IT queues, handle escalations and drive IT initiatives. You love building relationships with customers, business partners and IT team members alike. You have an excellent background in Windows and Mac software and hardware troubleshooting and are passionate about providing the best customer service experience possible, mentoring others and driving best practices within the team.
Location:
This role requires attendance at our Helpdesk during normal business hours at our Dublin (D2) office. Due to the nature of the role, hybrid or remote-working is not possible for this role and in-office attendance during business hours will be required.
You will do the following:
Troubleshoot hardware and applications, provide technical support and problem solving
Acts as an escalation point for all levels of the Global IT organisation and direct team members
Resolve problems in a timely manner or escalate on behalf of customers to IT leads or managers
Ensure alignment with process standards globally and regionally
Drive a culture of continuous improvement centred around ITIL process orientation
Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
Handle system access and maintain user accounts, passwords, data integrity & security
Manage relationships with vendors, subcontractors and 3rd party providers
Assist with inventory and purchasing processes
Own and drive IT projects and deliverables for the team
Participate in interviewing, training and mentoring team members
Qualifications
Who You Are:
You have exceptional Apple macOS and Windows hardware and software troubleshooting skills
You are awesome at providing technical support and love solving problems
You are experienced in ITIL service management techniques and processes
You are always learning and expanding your technical expertise in IT supported technologies
You excel at documenting issues and providing updates to management, the team and end users
You understand the importance of asset inventory and how to maintain an organised Helpdesk
You love standards and understand that consistency and an adherence to methodologies helps any organisation scale.
Requirements:
3-4 years experience in IT Support in a professional environment
Experience driving support ticket management and tracking
Strong customer service, problem solving and teamwork abilities
Outstanding communication and interpersonal skills including the ability to engage with colleagues at all levels within the organisation
Familiarity with and experience in working with ITIL-based IT Service Management systems and processes
Experience communicating with vendors to manage expectations and relationships
Extensive technical knowledge of MacOS X, 11, 12, iOS and Android platforms
High degree of confidence in working with and troubleshooting Microsoft Windows 10
Network fundamentals and support experience (network configs, VPN, printing, etc)
Experience supporting Shoretel or other VoIP systems
Extensive Google Workspace Admin experience (Gmail, GCal, GDocs, etc)
Ability to participate in an on-call rotation that includes after hours and weekend support
Some regional and/or international travel to support offices and events may be required
Desired Skills:
ITIL Certification
macOS, Linux, Microsoft and/or network certifications
OpenLDAP and/or Active Directory experience
Experience using Google Workspace Admin as a Superadmin
Slack admin, Box admin, Jira & Confluence, OKTA and/or SAML knowledge
Terminal or command line (ZSH, DOS, bash etc.) experience
Executive IT support experience
Audio-visual systems support experience
Multilingual with an excellent degree of business proficiency in English
