IT Infrastructure Support Analyst

at  Sun Life

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

JOB DESCRIPTION:

This is a full time onsite position in the Waterford office.

REQUIREMENTS:

• 3+ year’s experience working in a similar role.
• Excellent diagnostic and problem-solving skills, with a strong understanding of Windows, MacOS and iOS environments.
• Experience with troubleshooting and providing effective solutions for both hardware and software related issues.
• Solid understanding of external and internal components for laptop, desktop and mobile devices.
• Experience working with local area networks - WiFi, printing and other network attached devices.
• Experience working with O365 applications in a business/enterprise environment.
• A working understanding of basic AV fundamentals.
• An ability to understand and translate user problems into a technical format effectively.
• Have excellent listening and communication skills – both verbal and written.
• Comfortable speaking to in group settings and with all levels of management.
• Flexibility to ensure that department requirements are always met.
• Be a self-starter with an ability to work within a team.

• Provide technical support to staff working within the Waterford office and remotely throughout Ireland, the UK and Europe.
• Monitor ticket queues and ensure support requests are acted on in accordance with SLA’s
• Create service logs, using clear and concise notes, for all actioned support requests.
• Provide inventory control and life cycle management for all EUC assets.
• Perform hardware setups/upgrades, software configuration and operating system setups for all EUC devices.
• Manage the deployment, support and recovery of all EUC hardware in use throughout Ireland, the UK and Europe.
• Provide IT hardware procurement services for staff based in Ireland, the UK and Europe.
• Provide AV support services within the Waterford office for medium and large sized events.
• Perform proactive daily/weekly/monthly maintenance checks on all office IT infrastructure.
• Contribute to department procedure and operational documentation.
• Assist with the installation/decommissioning of all hardware in the Waterford datacenter including device racking/removal/destruction and cable/patch management.
• Work closely with other teams on a regular basis to ensure Sun Life global infrastructure services are working as expected within the Waterford office.
• Take part in a wide range of projects, both small and large, which contributes to the continued development and growth of services/clients supported from the Waterford office.
• Undertake additional miscellaneous duties from time to time as required by the business.