Group IT - Regional Support Engineer

IT Regional Support

This role is aimed at Deskside Support staff who have an interest in support processes, managing relationships between users and global support groups, and support service problem solving.

Regional Deskside Support

This role will focus on standard IT support for Dublin based users. Working within a Global IT department to deliver best in class support to our local users, including significant Senior Leadership presence.

Responsibilities include but are not limited to:

• Handling Helpdesk enquiries, interpreting requests, educating customers.

• Investigate and support complex business applications and systems

• Experience with supporting senior leadership (VIP), providing, where required, bespoke support service making use of strong relationship building skills.

• Deploy and troubleshoot the IT environment using extensive knowledge of Microsoft and associated operating systems and software

• Working alongside team members in other countries, regions, to deliver various ongoing I.T. projects

• Maintain up-to-date records, policies and procedures as and when required

• Display a focus on user satisfaction through strong interpersonal and communication skills.

• Presence on site is required for this role with some limited opportunities to work from home.

Background

• 1-2 years’ experience in supporting IT systems.

• Knowledge and experience of Windows 10/11 and Microsoft o365 suite.

• Ability to manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.

• Experience with the remote management of Desktop Devices using appropriate tools.

• Ability to support, manage, optimise and maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.

• Ability to analyse Helpdesk calls for Desktop Devices and incident data to identify and advise users of any potential user training requirement.

• Good to have – experience of user and object management in AD.

Additional Skills

• You should be comfortable with supporting users of various levels of seniority with a mature, friendly attitude.

• You should be an active problem solver, not just seeing a problem, but able to develop solutions.

• Ability to quickly build relationships with users and other IT support staff and understand and predict users’ requirements.

• Motivated, flexible and confident.

• Ability to build and deliver presentations and reports where required.

• Experience in providing training or successfully educating users about difficult technical subjects is a plus.

• Good oral and written communication skills