IT SUPPORT ENGINEER
We are an IT Services company based in City Centre (Dublin), operating in a fast-paced and highly responsive environment. We are seeking a motivated engineer – with 1 to 2 years of experience – for an immediate start.
If you are a driven and skilled IT professional, with a strong customer focus and experience in both teleworking support and on-site projects, this is a superb opportunity to continue to make use of your skills in a multitude of environments.
This role will entail both office-based tele-support and attendance at customer sites across Dublin for project-based deployments. You will work across our diverse client base, providing IT support to SMEs.
The successful candidate will be able to work autonomously and make the right judgment calls based on the information that they are presented with, in a multitude of different customer scenarios. They will have complete responsibility for the helpdesk, and will work with the existing technical team and business-owner (who has over 25 years’ industry experience).
This role will suit someone in the early to mid-stages of their IT career, who is looking to build upon their proven core IT knowledge, and become a bone fide expert in their field.
Our standard working hours are Monday to Friday, 9:00 AM to 5:30 PM. However, there may be instances where you will be required to work outside these hours due to emergencies, scheduled system maintenance, or client-related tasks that must be completed after regular office hours. In such cases, your flexibility and willingness to accommodate these needs will be essential to ensuring client expectations are met.
Please apply with your CV and Cover Letter, clearly stating how your experience matches the above role.
GENERAL EXPERIENCE (MUST HAVE):
- At least 1-2 years experience of providing IT Support in a helpdesk or related role with both tele working & on-site experience
- Excellent communication & interpersonal skills, with a positive “can do” attitude towards work, and towards our clients.
- Written and oral communications in English must be exemplary!
- Very strong customer service skills.
- Robust troubleshooting and strong analytical skills with demonstrated problem-solving ability.
- Comfortable with both working within a team and working on your own initiative.
- Proven ability to multitask and manage response times in high-pressure situations.
- Possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Excellent technical aptitude, written and oral communication skills
- The ability to deal effectively with people at different levels and in different situations.
- Full, clean and valid Irish or EU driving licence, held for minimum of 2 years.
TECHNICAL EXPERIENCE (EXPERIENCE NECCESSARY):
Day-to-Day Tools & Operational
- Remote Management & Monitoring (RMM) systems (experience with Solarwinds N-Central is a distinct advantage)
- Helpdesk ticketing systems (Zendesk, Freshdesk or similar)
- Familiarity with Project Management & Team Based Messaging Tools (Asana, Slack etc.)
- Oracle Virtual Box Virtualisation for Testing Customer Scenarios and Project Implementations
- MS Visio or Similar software for creating customer site network layouts & office floor plans
- Change Control Process & Validation Methodologies for Client Projects & General Workflow
PC Desktop-Laptop Setups, Servers, NAS, O/S & Applications
- Setting new up laptops, desktops, servers & NAS devices, to a specific customised software configuration for our clients (“Build Process”)
- Server Hardware – You must have worked with Tower and Blade server hardware and have experience in supporting Dell & HP systems using monitoring systems like LOM or iLO.
- Must be thoroughly comfortable with Microsoft Windows operating systems and their operation, including installation, support & maintenance (both Windows Desktop & Server variants, old and new)
- Microsoft Server Technologies (Active Directory, DNS, DHCP, Domain Controllers, Hyper-V Virtualisation)
- Microsoft RDP Technologies (Terminal Server, Multi-Point)
- Microsoft Office Deployment & Troubleshooting Functional Issues (Outlook, Word, Excel, PowerPoint) – All versions from 2010, 2013, 2016, 2019 to Office 365 Cloud.
- File-Level Security, Share-Level Security & Ownership – In depth and platform independent knowledge and understanding
- Total competency with Automation, Scripting & Command-Line (PowerShell, Windows Batch)
- Mac OSX & Apple Ecosystem (Good working knowledge – App Installs & Light troubleshooting)
Cloud Email & Backups
- Office 365 Cloud Setup & Administration (Mail, Calendars, Groups - Permissions etc.)
- Cloud Data Storage & Setup for Desktops, Tablets, Smart Phones (Dropbox, Egnyte, One Drive, Syncplicity)
- Mailbox Export/Import Process in Office 365 including Outlook OST/PST Manipulation & Repair
- Image & File Level Backup Disaster Recovery (BDR) Systems Installation, Support & Setup (Storagecraft, Synology, Solarwinds)
- Setting up variety of different MFC’s for Scan to Email (Xerox, Konica Minolta, Canon, Fujitsu)
- Providing emergency remediation support for security events such as email or system hacking
Physical Equipment Setups (Server Rooms, Network Cabling, End User)
- Complete familiarity with different types of Server and Network cages and their fixings. You must also have experience in rack mounting servers, UPS’s, PDU’s, & all manner of network devices
- Proven ability in Cable Managing Server Rooms for Power & Patch Cabling.
- Excellent Cable Management skills in setting up PC Workstations, Screens, Screen mounting Arms, Laptop Docking Stations & all Associated Cabling - for the end user.
- Wiring RJ45 heads to T568A or T568B specs on CAT5/6 cabling
- Checking wiring on faulty network wall sockets
- Fluke testing CAT cable runs for pin-out errors and fixing where possible
Networking
- In-depth experience and understanding of IP Networking (Firewalls / Routers, Wireless Networks, Managed Switches)
- Wi-Fi Equipment (Ubiquiti Unifi & Cloud Management)
- Multi & Single Site VPN Setups – Server & Client (Microsoft, SonicWALL)
- Firewall based LAN Segregation
Tele-Working
- RDP Technologies (TeamViewer, LogMeIn, RDP over VPN etc.)
- Conferencing Software (Zoom, Skype, Microsoft Teams)
- Supporting & Setting up Authenticators & Email Apps on Android/iOS Smartphones
SPECIFIC EXPERIENCE (DISTINCT ADVANTAGE):
- Domain & Complete Email System Migrations (e.g. Google Workspaces to Office 365, vice-versa)
- Site to Site Replication Setups (Synology NAS)
- File Data Migrations (365 Tenant to New Tenant, Cloud to Server, Server to Cloud, Cloud to Cloud)
- Public/Private Wi-Fi Deployments
- VoIP Telephony (Virtual PBX & Handset setups, Yealink)
KNOWLEDGE (MUST HAVE):
- A Technical Diploma or Certification (A+, Network+, Security+, MTA, MSCE)
- Degree in Computing or related field.
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