IT Support Technician

Role: IT Support

Duration: 6 Months

Location: Shannon, Ireland

Responsibilities

• • Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users

• • Route problems to internal 2nd and 3rd level IT support staff.

• • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.

• • Administer and provide User account provisioning.

• • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.

• • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

• • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.

• • Provide level 1 remote desktop support and perform other activities based on SOPs

• • Perform user account management activities

• • Escalate complex problem to appropriate support specialists

• • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

• • Troubleshoot client software and basic network connectivity problems

• • Identify, evaluate and prioritize customer problems and complaints

• • May train users and operators on a limited basis and/or may write training procedures

• • Participate in on-going training and departmental development

• • Routine maintenance updates with other IT staff and business units

• • Provide all required documentation including standards, configurations.

• • Coordinate desktop changes to avoid deployment collisions.

• • Prepare requests for rollout

• • Coordinate implementation process

• • Keep track of request and make sure they are implemented as planned

• • Participate in incident handling concerning desktop changes.

• • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

• • Perform centralised remote/soft IMACs through Remote Desktop support tools

• • Managing user account across applications running on various platforms like IBM[1]AIX, Windows, Active Directory, etc

• • To create and administer LAN accounts of the users

• • To create and administer various shared resources e.g. Distribution Lists, Directories etc

• • Ensure that the customer has the appropriate access to the tools to support the business in an efficient way

• • System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping

• • Create LAN and/or E-mail account for the users and administer them.

• • Grant permissions on various network resources available to users.

• • Creation and administration of Global groups.

• • Creation and modification of exchange resources like Distribution Lists, Shared E[1]mail account, Shared Calendar and Conference Rooms.

• • Creation of New Directories as per the customer guidelines and grant permissions on them.

• • Setting up shares as per the client standards and granting permissions on them.

• • Creation, modification and deletion of user accounts on AIX.

• • Creation, modification and deletion of users accounts on AD and any other systems.

• • Perform development and maintenance of knowledge base for the User Account Maintenance Processes

• • File share permissions and user access Compliance verification

• Candidate profile:

• You have prior IT support experience and you have strong analytical and troubleshooting experience.

• You have fluent spoken and written English and you have excellent communication skills, great customer service skills and a proven ability to work well as part of a team in a fast-paced environment, where all information is shared.

• You have the ability to learn new information quickly and the willingness to do so at all times.

• You are able to work flexible hours from time to time to cover for other help desk staff and to be on call via mobile phone device during the week.

• The ideal candidate will have a technical helpdesk or a technical call centre background, with circa 1-2 years of IT helpdesk/desk side support experience, with experience of problem solving involving hardware, involving hardware, software, and networks.

• You have the ability to successfully provide hardware/software/network problem analysis and resolution support over the phone and you have hands-on work experience with Windows Operating systems, Windows7, Windows 2000, Win 8+ and Win 10, etc, with a knowledge of Active Directory and/or Office 365.

• You have experience of supporting Windows 2000, Windows 2003, Windows 2008, Windows 2012 and Exchange 2003/2007.

• You must be fully authorised to work in Ireland Experience of any of the following would be desirable (but is not essential):

• • Understanding and experience of change management process.

• • ITSM ticketing tools such as Remedy, Service Now.

• • Remote desktop connectivity applications like Skype for Business, Windows remote assistance etc.

• • Knowledge of Remote Desktop tools

• • Working knowledge of ticketing system for Incident management.

• • User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• • VPN and remote dial-in users

• • MCP/MSCE/MSCA or HDI CSS or Cisco certification

• • ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management

• Job type: Contract Division: eTeam Workforce Limited-Ireland Reference: 24-00136