Technical Operations Engineer
- Southside Dublin
- Permanent
- Full-time
- Working as part of a close-knit technical support team providing 24/7 end user support in a professional services environment. Provide On call support after several months, as well as early and late shifts.
- Troubleshooting a wide range of technical issues of varying complexity.
- Assisting with the configuration, maintenance & troubleshooting of Windows 10 & 11, Mac OSx & Apple iOS devices. Office 365, Service Desk Ticketing systems, Inventory Management Software, MDM Platforms, Active Directory, Microsoft Products - Office, Exchange, Teams, Endpoint Protection software.
- Provide best in class end user technical support, both in person and remotely.
- Interact with Tech Support colleagues, Infrastructure Support and Applications teams to escalate and investigate more complex problems.
- Documenting and recording resolutions to closed requests to build the internal knowledge base.
- Assist Service Desk colleagues with new user setups and on boarding.
- Maintain hardware inventory.
- Adhere to established policies and procedures.
- Ensure all queries are solved quickly and with the utmost courteous professionalism.
- 2-3 years' experience in an IT End User Support role in a high paced Corporate IT Service Desk Team.
- Willingness to go the extra mile in solving technical support issues.
- Excellent written and verbal communication skills.
- Customer Interaction: Ability to engage with customers directly when necessary to resolve escalated issues. Ensure a high level of customer satisfaction through effective expectation setting, communication and problem-solving.
- Ownership: Proactive disposition with a willingness for hands-on teamwork, demonstrating attention to detail and the ability to take ownership of work.
- Communication: Ability to build rapport and elicit problem details from end users and explain technical concepts to non-technical users.
- Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and develop effective solutions in a time pressured environment.
- Team Player: Collaborative mindset with the ability to work well in a team environment. Willingness to share knowledge and support colleagues.
- Customer Focused: Commitment to providing exceptional customer service and ensuring customer satisfaction.
- Desire to excel in a collaborative and supportive work environment.