Position Description

Helpdesk Engineer
Location Dublin
Job Category 639
# of openings 1
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Experienced Helpdesk Engineer required to join an IT support team.  The primary purpose of this position is to provide technical support to clients within agreed service level agreements.

Responsibilities:

  • Incident Management
  • Asset Management
  • Ability to indentify & organise tickets according to priority
  • Update & Maintain Known Error Database
  • Troubleshoots minor equipment issues & correct via Known Error Database
  • Responsible for Incident Management Process & Process Improvement
  • Responsible for Asset Management Process & Process Improvement
  • Ability to react to change productively & handle other essential tasks as assigned
  • Ability to obtain correct information to escalate appropriately
  • Maintain logs of all work preformed and processed
  • Other tasks assigned

                                               

Competencies :

  • Technical Aptitude – strong understanding of Windows Operating Systems & Microsoft Office Applications, Teams, Intune, Active Directory, DNS, DHCP, Server Administration and Office 365
  • Business Aptitude – ability to quickly understand the working environment of clients
  • Communication & Interpersonal Skills – excellent written & oral skills required
  • Motivation – ability to achieve predetermined goals, demonstrate persistence.
  • Customer Service – ability to manage difficult/emotional customer situations, responds promptly, requests customer feedback, delivers on commitments.
  • Analytical – collects and analyses different data sources, uses personal experience to complement data & ability to articulate workflows & process improvements
  • Planning & Organising – punctuality, ability to prioritise work activities, uses time efficiently & effectively
  • Adaptability – adapts to changes in work environment, hours of work, manages changes in approaches, ability to deal with frequent change, delays & unexpected events

Qualifications:

  • 2+ Years’ IT Experience
  • 3rd Level IT Qualification and or Microsoft Certification
  • Network understanding
  • ITIL Principals

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