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Deskside Support Engineer

  • Job Ref: 7876
  • Dublin
  • IT

Overview

Provide end user hardware, software and infrastructure support

Work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests.

Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.

 

Key Accountabilities and Main Responsibilities

  • Deliver customer excellence and adhere to best practice principles
  • Efficient and effective ticket management and resolutions to maintain key performance indicators
  • Ownership of support tickets and regular communication on progress
  • Act as a subject matter expert, escalating issues when required
  • Proactive mindset with the ability to close knowledge gaps and reduce waste
  • Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
  • Contribute to technical support articles in the knowledge management database
  • Drive service improvement by developing process and procedure documentation
  • Support the major incident management and problem management process as required 
  • Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery and desk-side training of end users
  • Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
  • Collect and maintain accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and facilitate effective service management reporting
  • Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
  • Proactively support the investigation of problems and help identify workarounds, fixes and root causes. 
  • Implement solutions as agreed with the End User Support Manager and Problem Management Team.
  • Manage user relationships and engage with the Service Delivery Team and third-party providers as required
  • Contribute to project related activity and formally capture knowledge to assist operational teams
  • Exceptional customer-facing manner and ability to providing immediate technical assistance on the Tech Bar (where available)
  • Support Disaster Recovery activities as required

Experience & Personal Attributes

  • Highly accurate and performance driven and can lead by example
  • Exceptional communication and interpersonal skills with the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
  • Customer focused attitude.
  • Calm and confident manner with the ability to set expectations and provide reassurance
  • Strong and demonstrable ability to identify and manage InfoSec, risk and compliance issues
  • Ability to self-manage but also to support and mentor colleagues and the wider IT function
  • Technically skilled Deskside engineer with considerable experience supporting modern desktop environments, Citrix, Azure Desktop, netscaler and end user computing technologies
  • Logical thinker with a clear and structured approach to troubleshooting complex environments
  • Understands and embraces continuous service improvement principles
  • Can formally capture and annotate complex processes using tools such as MS Visio
  • Exceptional knowledge of industry standard applications such as the O365 application suite, Active Directory, Exchange, MDM solutions and deployment tools
  • Demonstrable experience with networking and IP telephony
  • ITIL accreditation
  • Formal technical accreditations
  • Project management experience
  • Administration of Airwatch, Insight, SCCM