2nd Line IT Support Specialist

Veolia Group; Dublin; On-site; EUR 42,000 - 60,000; Full time

Job summary

Veolia Group Ireland is seeking a 2nd Line Analyst to ensure the smooth operation of its Service Desk’s 2nd tier. The role reports to the DB&T Technical Engineering Manager and encompasses incident resolution, request fulfilment and end-user computing across a nationwide network.

The candidate should have ITIL certification, multiple professional qualifications, and at least two years’ experience in a multi-site service desk. A full driving licence and strong communication skills are essential.

Qualifications

• ItIL Practitioner or Foundation certification is required.
• Advanced Level IT/Networking qualification is required.
• One or more professional qualifications from Microsoft, Cisco, SDI or Google.
• Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, or ServiceNow CSA are desirable.
• At least two years’ experience in Service Desk operations across a multi-site environment.
• Experience with ChromeOS and Windows 10/11 operating systems.
• Experience with ServiceNow or equivalent ticketing system.
• Understanding of ITIL Service Management and ISO/IEC 20000.
• Experience in SOX compliant and ISO/IEC 20000 accredited organisations.
• Full driving licence is required.

Responsibilities

• Cover the Service Desk phone queue for a minimum of three mornings a week as backup.
• Contribute to nationwide Service Desk support and ensure resolution of requests for 1st/2nd tier applications and hardware.
• Identify impediments affecting delivery and implement mitigations.
• Reduce the impact of service incidents with timely responses.
• Record service requests and incidents with correct categorisation for reporting.
• Provide desk-side and remote assistance as required.

Skills

Service desk operations

Multi-site support

ChromeOS

Windows 10/11

Remote assistance

Communication skills

Ticketing systems

ISO/IEC 20000 knowledge

SOX compliance experience

Driving licence

Education

ITIL Practitioner or Foundation

Advanced IT/Networking qualification

Microsoft MCSA / Cisco CCAA / Citrix CCENT / ServiceNow CSA

Tools

ServiceNow

Job description

Veolia Group Ireland is seeking a 2nd Line Analyst to ensure the smooth operation of its Service Desk’s 2nd tier. The role reports to the DB&T Technical Engineering Manager and encompasses incident resolution, request fulfilment and end-user computing across a nationwide network.

The candidate should have ITIL certification, multiple professional qualifications, and at least two years’ experience in a multi-site service desk. A full driving licence and strong communication skills are essential.