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Deskside Support Technician

  • Location: Ireland
  • Salary: £30000.00 - £38000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.


Capita IT Resourcing are looking for a Deskside Support Technician who has experience with both windows and mac on a Level 1/2 basis. Day to day you'll provide 1st/2nd line technical support services to the client's campus-based customers.


Principal Responsibilities:

  • Provide comprehensive technical support services to the Client's internal customers and service providers.
  • Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution.
  • Effectively communicate with Deskside Supervisor regarding asset management and break/fix processes.
  • Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.
  • Perform IMAC-related tasks as assigned.
  • Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.
  • Replicate and resolve customer incidents in the software & hardware environment.
  • Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.
  • Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
  • Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
  • Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
  • Perform customer support related tasks and special projects as assigned by management.


Skills

  • Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
  • Ability to work under a heavy stress environment.
  • Ability to interact with vendors and suppliers to provide problem resolution in a timely manner.
  • Proficiency with LAN/WAN troubleshooting
  • Ability to perform root cause analysis and determine appropriate course of action based on result


Experience
· Minimum and current of 18 months of Desktop support
. Windows & Mac

If you believe you'd be a great fit for this position, then please send your CV across and we'll be in touch ASAP.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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