Desktop Support Engineer

ICT Services is a leading IT field services, roll-out and support services group. The 100-strong team you’ll be working with provides an all-Ireland service, from nine offices and parts hubs, and are partnered with the largest and most innovative developers and IT manufacturers in the world. The group, headquartered in Dublin with a subsidiary in Northern Ireland, is truly an Island of Ireland resource. ICT Services deliver best-in-class IT solutions to customers, including the biggest names in business across key industry sectors throughout Ireland. Supported by a network of engineers and an expert back office team, with meticulous attention to detail, we provide a rapid response to requests and round-the-clock dependability. This is a cutting-edge organisation, continually evolving to provide class-leading business-enhancing solutions. We are an ideal place for innovative and energetic people who want to grow their experience. You will have the opportunity to develop your career from both a technical and commercial perspective while working in a cross-section of sectors as a valued part of a dynamic team.

Role:

Requirements:

• Three to four (3-4) years’ experience providing IT Infrastructure field support, including troubleshooting hardware, software, and operating system issues.
• Hands-on experience in installing, troubleshooting, and fixing desktops, printers, laptops, and other computer peripherals.
• Basic knowledge of enterprise LAN and WAN setups and concepts.
• Ability to lift/move computer equipment weighing up to 50 lbs.
• Skilled in desk-side support and PC break/fix, including basic administration of Windows O/S.
• Experience with anti-spyware and anti-virus software.
• Some knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Smart hand support for peripheral and networking hardware.
• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.
• Good written and oral communication skills with clients and management.
• Ability to work with deadlines and complete tasks on time.
• Preferably with an associate degree in Electronics and CompTIA A+ Certification.
• Knowledge and experience of ticketing tools (ServiceNow/Remedy etc.).
• Basic understanding and troubleshooting of Mobile Device Management systems (Airwatch/Xenmobile/Mobile Iron etc.).
• Basic understanding and troubleshooting for VDI, SCCM/LanDesk/Altris, Skype for Business, OneDrive.
• Basic understanding and troubleshooting of Apple devices and apps.
• Good customer management skills.
• Self-driven and result-oriented.

Responsibilities:

• Troubleshoot PC-related problems via phone, remote tools, or desk-side support.
• Build, configure, and troubleshoot PC and laptop applications and hardware components.
• Facilitate warranty repairs with the relevant hardware vendor.
• Perform ad-hoc deployment and/or on-site installation of workstation hardware and/or software.
• Coordinate workstation asset recovery.
• Maintain workstation spare parts break/fix, upgrades, and new hires.
• Complete incidents and requests within SLA in a pressurized environment.
• Ensure tickets are updated daily.
• Support meeting room environments and video conferencing as needed.
• Support printers, scanners, and other peripherals.
• Support mobile devices, such as iPads and iPhones.
• Support Apple MAC devices.
• End-user data backup and restoration as needed.