IT Helpdesk Support Engineer - Galway
Ergo, Ireland

Overview:

The primary duty of the IT Support Engineer is to provide IT support services externally to a client company. The Engineer will provide system level support to multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems on a 24/5 roster system.

Key Responsibilities:

• Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
• Ensure strict adherence to SLA when dealing with customer tickets/calls.
• Installing, configuring and troubleshooting of IT related software and hardware.
• Highlight any anomalies on our customer sites raising a service ticket and escalate using the correct escalation procedures.

• Perform routine day to day system security checks and backups and produce status reports.
• Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times.
• Work with other technical staff to ensure connectivity and compatibility between systems.
• Record and maintain hardware and software inventories, site and/or server licensing and user access and security.
• May be required to provide technical training to customers - systems administration and end user.
• Maintain confidentiality with regards to the information being processed, stored or accessed.
• Other ad hoc duties as required.

Experience / Education:

• IT qualifications desirable.
• Active Directory.
• Microsoft technologies.
• Appropriate level of competence in documented technical skills.
• Industry standard accreditation's desired.

Knowledge Of:

• Microsoft Operating Systems.
• Microsoft Applications / WSUS.
• McAfee Encryption.
• Anti Virus/spyware/malware applications.
• Networking principles TCP/IP.
• Industry Standard Troubleshooting Procedures.

Please note this role will work on a 24/5 roster system for which an extra allowance will be paid.

Job Rewards and Benefits