Deskside Engineer Level 2- Tipperary- Contract till July 2017

16 Sep 2016
23 Sep 2016
Amy Corr
Job Type
We are looking for customer-focused and enthusiastic desk side engineer with a genuine interest in solving peoples IT issues. The applicant should be technically competent, possess good written and face to face communication skills and be willing to collaborate with the wider IT support teams.

Based in Nenagh Ireland you will be supporting a customer who sets high standards for themselves and expects the same standards of CDS as their support provider.

Day to day activity includes resolving a wide variety of desktop software and hardware issues and requests, while minimizing disruption to our users.
You are also the on-site hands & eyes support for the server, storage, telecommunications and network teams.
Responsible for providing desktop support for the technical infrastructure of the Client. Understands customer goals; identifies consequences of various solutions.
Develops project installation and escalation plans.
Trains users according to technical, release and security standards.
Good communication skills, able to articulate technical solutions using basic explanations. Develop and test enhancements to business solutions.
Understand and apply formal development techniques, install solutions of moderate complexity.
Will involve customer technical liaison and the discussion and agreement of specifications.2nd Line Support - In-depth knowledge of standard SW issues.
Will develop specialised skills in 2+ areas

 Troubleshooting hardware and software issues on desktops, laptops, tablets and mobile devices
 Deploying and troubleshooting Microsoft Operating Systems, Office suite and other mainstream software
 Being the first point of contact for users issues and queries
 Resolving malware and virus infections on users workstations
 Deployment and troubleshooting of DECT phones, mobile phones and tablets
 Adhering to strict policies and processes around security and data protection
 Inventory management and maintaining accuracy of the CMDB
 Hardware Infrastructure configuration and troubleshooting and hands & eyes support (printers, servers, telecommunications and networking)
 Moving or installing IT equipment
 Tape backup management, and environmental checks
 Ensuring SLA's and CSAT scores are on or above target
 Maintaining comprehensive and meaningful updates in the customers ticket handling system
 Ensure escalation process is followed and any issues are communicated to the HP teams, to the HP CDS management teams and to the Customer
 Educating and training users on a one to one basis on how to get the most out of their IT equipment
 Experience of working in a customer-facing IT support environment
 Be able to demonstrate experience of software break/fix for PC's and Laptops, troubleshooting Microsoft Operating Systems, Office suite and other mainstream software
 Troubleshooting network connectivity problems on PC's and printers
 Proven track record of customer-facing desk side software support
 Experience of training and coaching users how to use their IT hardware and software
 Knowledge of CompTIA Network+
 Knowledge of CCNA Composite Accreditation (Routing & Switching Fundamentals)
 Full driving licence and own vehicle

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