Job Description
IT Field Support Engineer . . Job type: Long term contract Client Location: Dublin 14 or Wexford Fully Onsite Start: Early November 2024 Note: Driving License required for this contract . . You will perform the role of 2nd line support and will work closely with the Field Engineer lead and the Service desk Manager in maintaining and delivering IT Service Management ITIL 4 compliant services. You will be part of a dynamic multi-disciplinary Service desk team and will be responsible for the day-to-day management of service desk calls and as such should demonstrate ICT technical skills and be a confident communicator who possesses excellent attention to detail, analytical and problem-solving skills. You will perform at a professional level that requires technical skills and have an independent initiative within a well-defined programme of work. . NB - Mandatory Requirements It is a mandatory requirement, that you have a minimum of two years experience in a relevant role. It is a mandatory requirement, that you hold the equivalent of a degree (NFQ Level 7) in Computer Science, Business Information Systems, Engineering, Information Technology. . Experience, Competencies & Skillsets Experience in Customer Service with an ITIL compliant Service Desk tool and managing the life cycle of each Incident / service request and escalating to the relevant 3rd line support team. Experience in maintaining and updating a knowledge database of Known issues and the actions to allow their solution to support effective Problem resolution. Particular expertise providing day-to-day operational support in Microsoft Office 365, Microsoft SharePoint 2016 and SharePoint Online, Active Directory Administration understanding forests, domain, and access control, Windows 11 Operating Systems, Microsoft SQL Server, Web Server environments and Microsoft MS Teams. Experience of communicating clearly and effectively to various stakeholders at different levels, including those from both technical and non-technical backgrounds and those at end-user and senior management levels. The response should include how the Resource met deadlines, explained issues, problems and solutions in a way that was easily and equally understood by all. Demonstrate the ability to work as part of a team. . Key Deliverables Interact with a variety of users using IT services, e.g., staff, Board members, contractors, partners, etc. Solve problems while working in a team who can manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure. Deal with incidents, service requests and problems as defined by the Information Technology Infrastructure Library (ITIL) framework. Escalate calls from 2nd line support person. Mentor 1st Line supports helping to grow knowledge and skills. Manage a high volume of calls and complete them within the agreed SLA. Research into, and implementation on, new Microsoft tools to improve efficiency, performance, and cost effectiveness. Visiting sites to complete project or operational tasks. Deal with unexpected IT issues as they arise, constantly updating relevant staff. Follow procedures & methods. Create, update, and implement best practices. Liaise with contracted support companies to support the ICT environment where necessary. Carry out work to enhance the environment as directed or contracted third parties. Advise on technical issues relating to the ICT environment, its maintenance and enhancement. Document all issues as they arise and solutions when resolved using in-house Service Desk application. . (Additional information is available on successful application) Ref: EET6179 oOo Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply. If you are interested in applying for this role, please do so via the relevant link. If you would like to discuss this role in confidence, please contact Chris dot Byrne at eir evo dot ie directly. eir evo talent, eir evo and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent, eir evo and our clients apply all relevant Data Protection laws when processing your Personal Data. If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, eir evo and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent and eir evo Skills: Office 365 SharePoint Active Directory