IT Support Engineer
- Job Ref: 5395
- Location: Dublin, Ireland
- Type: Permanent
SUMMARY OF ROLE:
- IT Systems Administrator is an advanced Level 1 support role; responsible for the ongoing maintenance and support of End User Technology estate. The role will act as a point of contact for 100+ staff members seeking support and guidance in relation to desktop / laptop / printer / audio-visual / video conferencing / mobile phone and IP telephony issues.
Today the majority of our IT Systems are hosted within the Group. External IT Support is provided by a group owned IT Company. End User Technology estate consists almost exclusively of laptops with some desktops, all running Windows 10. All machines are locked down in line with policies. The IT Systems Administrator will not immediately have escalated Local Admin or Domain Admin privileges. This role will work closely with IT Vendors in order to support a range of technologies throughout the Dublin Head Office and beyond.
In partnership with a Dublin based IT vendor, we have begun an exciting project to transition all IT services to the cloud. Our goal is to become 100% cloud resident. The IT Systems Administrator will be actively involved in guiding end users through this transition.
We are continuing to further develop its IT Governance Framework with increased focus on Asset Management, Incident Management and Access Control amongst other areas. The IT Systems Administrator will manage the IT Procurement and deployment processes, maintain the IT Asset Register and coordinate the creation and removal of end user accounts in line with the IT Governance Framework.
SUMMARY OF KEY RESPONSIBILITIES • Act as a point of contact for staff seeking support and guidance in relation to End User Technology support • Escalate support issues within IT Team, with the Group IT Company and other IT Vendors • Effectively communicate the handling of incidents and the recovery from incidents impacting the business and ensure remediation is carried out • Manage the IT Equipment procurement process for desktop / laptop / mobile device and ancillaries • Maintain our IT Asset Register • Install or rebuild desktop / laptop / mobile devices in conjunction with External IT Support • Coordinate the creation and removal of End User accounts • Support of audio-visual equipment / video conferencing / IP desk phones / mobile phones working closely with IT Vendors. • Complete day-to-day operational activities within the IT Function in line with IT policies • Coordinate and perform desk moves including patching ethernet ports. • Any other ad hoc duties when required
SUMMARY OF ROLE COMPETENCIES • Excellent communication skills - able to communicated effectively with colleagues at all levels • Excellent people skills - demonstrable capability in supporting end users during incident resolution • Well organised and self-motivated • Very strong attention to detail • Ambition to exceed expectations • Previous experience liaising and coordinating with external IT vendors • Capable of learning and understanding existing IT vendor processes • Capable of extracting timely and effective response from IT vendors • Previous technical experience in supporting: o Windows 10 Operating Systems o Microsoft Office 365 o Apple iPhone IOS o Multifunction Printer / Photocopier o PC Installation and build
o Video conferencing • Desirable but not essential for the role: o Experience of working in the insurance sector, preferably in a cross-border business environment o Experience in working in a multilingual, multicultural environment