We are currently looking for a Help-desk Engineer to work for a client of ours based in Dublin City Centre. This role will involve being a part of a support team that will provide support to employees. You will have the responsibility of documenting the ticketing and knowledge base systems with detail resolutions and user guidance notes. You will also provide support to end-users nationwide/ globally and provide troubleshooting for network, hardware, and software issues. This role involves exposure to a wide range of technologies and requires a good understanding of how these interact together with the processes for their delivery. While this role is a technical role, it will also include a communication aspect related to end-user communication and engagement.

Key Responsibilities:

• Provide first and second level support to end users in a professional and friendly manner.
• Answering the Help-desk Support phone calls, texts, tickets, and chats.
• Support senior engineers on projects.
• Troubleshoot and resolve technology incidents for employees.
• Fully document all troubleshooting steps and create knowledge base articles of resolutions.
• Monitor system alert tickets and be proactive in remediation of issues.
• Remotely troubleshoot and quickly diagnose issues.
• Basic troubleshooting of switches, routers, and firewalls.
• General user support for office applications, mobile device/smart phone support.
• Support and management of multi-function devices.
• Actively seek \ identify opportunities to improve IT systems and IT operations.
• Completing assigned tasks on time and managing own workload.
• Communicating progress and issues both internally and to line manager.
• Problem solving and good decision making is an essential part of this role.
• Undertake hardware and software installation requests
• Record all issues and work undertaken to a high standard in ticketing platform.
• Work with other technical teams to resolve issues as quickly as possible, employees need to be up and running.
• Maintain Hardware asset data accuracy.
• Maintain the documentation for processes and procedures, fixes, and employee support guides.
• Assist with roll out of new user devices E.g., Laptops, PCs, Tablets, Phones etc.

• 3+ year's experience working in a fast-paced IT service delivery role.
• Experience in working in a high pressurised environment and ability to multitask.
• Excellent understanding of a service desk atmosphere.
• Customer focused with excellent customer service skills.
• Ability to work within a team.
• Demonstrated ability to quickly grasp and evaluate new systems/products.
• Ability to communicate technical information to non-technical people
• Knowledge of Microsoft technologies including Windows 7/10, Active Directory, Microsoft 365, Remote access services.