Deskside Support Technician

Job Description

Job Title: Deskside Support
 

Role: Permanent
 

Location: Dublin/Waterford
 

**** Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. Client also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 150,000+ ‘Ideapreneurs’ across 49 countries, client delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000. We are expanding and looking to hire professionals to join us in this journey.
 

The Deskside Support Technician acts as an initial escalation point for support issues from other teams and provides direct support for employee IT service issues. Additionally, the Specialist IT Support will take on project responsibilities, interface with external vendors, and assist with workflow routing within the team and other related areas. In this position, the Specialist provides client device technical support and directly interfaces with employees across all levels of the organization.
 

Responsibilities:
 

·       Resolve and/or facilitate IT Support escalations from employees or other technicians
 

·       Train new technicians or contractors on support processes, tools usage, and overall responsibilities within IT Support.
 

·       Facilitate communications with vendors of client device technologies used within the company
 

·       Perform service ticket routing to IT Support team members and other teams within Horizon IT
 

·       Providing first/second tier service desk support and desk-side support for enterprise users and act as an escalation point for contract staff for user support issues, including:
 

o Technical support of end-users in-person, via telephone, chat, and remote control.
 

o Documentation, tracking, and resolution of all support incidents in a timely and efficient manner within a ticketing system or related service management system
 

o Execute IT on-boarding and off-boarding activities
 

o Asset Management of client-based technology devices
 

·       Troubleshooting of advanced Client and Mobility application issues in networked (LAN/Cellular) environments
 

·       Usage of management systems that facilitate desktop and mobile device deployment. These initiatives include:
 

o Operating system image deployment
 

o Desktop software deployment
 

o Asset tracking and inventory management
 

o Office telephony
 

o Mobile device management including tablets and smartphones
 

o PC device management
 

o Remote support tools
 

·       Interaction with all levels of company staff
 

·       Participation or leadership of small ad hoc client systems related projects
 

·       Other tasks as assigned
 

Qualifications and Skills Required:
 

·       7 – 10 + years of hands-on experience deploying, supporting, and troubleshooting Windows desktop operating systems, desktop applications, mobile devices, and network connectivity
 

·       Advanced competency working with the following technologies:
 

o Desktop performance and connectivity troubleshooting
 

o Microsoft 365 and related applications (Office Suite, Outlook, One Drive, One Note, etc…)
 

o Active Directory local and Azure Active Directory
 

o PC Device Management (Microsoft SCCM)
 

o Mobile Device Management (AirWatch experience preferred)
 

o Hardware and software diagnosis and break-fix
 

o Peripherals and network printer configuration
 

o IP Phones (Cisco UC, Call Manager preferred)
 

o Cisco VPN user connectivity or similar VPN client tool experience
 

o WebEx Collaboration Suite or similar collaboration platforms
 

o Typical Help Desk software suites and remote access tools
 

o Strong experience supporting Windows 10
 

·       Demonstrated leadership capabilities
 

·       Excellent customer service skills (5+ years of experience supporting executives)
 

·       Exemplary written and verbal communication
 

·       Attention to detail and organization
 

Essential Core Competencies:
 

·       Action Oriented
 

·       Problem Solving
 

·       Organization Skills
 

·       Functional/Technical Skills
 

·       Priority Setting
 

·       Drive for Results
 

·       Strategic Agility
 

·       Intelligence Horsepower
 

·       Dealing with Ambiguity