Desktop Support Technician

Insight; Dublin; Presencial; EUR 35 000 - 52 000; Tempo integral

Resumo da oferta

Insight, a Dublin-based investment and financial management company, seeks a Desktop Support Technician to act as the Level 2 escalation point and onsite support for users. You will diagnose and resolve issues in a Citrix VDI Windows environment, laptops, mobiles, printers, and video conferencing, while focusing on end-user experience and proactive knowledge sharing.

The role emphasizes executive presence, strong communication, and the ability to manage multiple priorities in a finance-focused

Qualificações

• Experience in a Service Desk or Help Desk environment.
• Experience installing and configuring computer systems and diagnosing hardware/software faults.
• Familiarity with VMware, Azure/Office 365.
• Knowledge of Active Directory and Group Policy administration.
• Experience with mobile devices (Android/iPhone).
• ITSM ticketing systems experience (ServiceNow, Zendesk, Remedy).
• Strong communication and time management skills.

Responsabilidades

• Provide level 2 desktop support as needed.
• Ensure timely, accurate customer service and SLA alignment.
• Report on KPI performance and metrics.
• Handle escalations and manage technical resources for client projects.
• Deliver enterprise level technical support across diverse environments.
• Communicate updates to senior helpdesk leaders and stakeholders.

Conhecimentos

Customer service

Communication

Time management

Problem solving

Executive presence

Citrix VDI support

End-user support

Formação académica

CompTIA Net+ cert

CompTIA Security+ cert

MCSA/MCSE/MCITP certs

CCNA/CCIE certs

Ferramentas

VMware

Azure

Office 365

Active Directory

Group Policy

ServiceNow

Zendesk

Remedy

Citrix

VMware VDI

Descrição da oferta de emprego

We are looking for a Desktop Support Technician to work for an established Investment financial management company based in Dublin.

You will be the technical escalation point for the Level 1 Service Desk and onsite support users. The role requires a prominent level of technical proficiency and an individual with executive presence and excellent communication skills. You must quickly and effectively diagnose, and resolve issues related to Citrix VDI Windows based environment, laptops, mobile devices, printers, and video conferencing.

You will bring a client-driven approach, be enthusiastic about the end user experience, someone who enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.

So, if this is of interest to you then we would be keen to hear from you!

Responsibilities

• Providing level 2 desktop support as needed.
• Ensuring customer service is timely and accurate.
• Aligning service level agreements with business stakeholder priorities.
• Reporting on and driving performance against KPI’s and metrics.
• Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues.
• Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery.
• Developing and managing a broad range of technical IT projects.
• Providing timely updates to senior helpdesk leaders and stakeholders on a regular basis.
• Delivering enterprise level technical support covering a wide breadth of technical matters.
• Meeting with clients and managing technical resources as needed.
• Handling escalations from Systems Engineering and Systems Administration stakeholder teams.

Experience and Skills

• Experience of advanced technical experience.
• Experience of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment.
• Experience in installing and configuring computer systems, diagnosing, and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur.
• Experience with VMWare, Azure/Office 365.
• Knowledge of Servers: Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers.
• Experience with mobile devices (both Android and iPhone).
• CompTIA Net+ and/or CompTIA Security+.
• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert).
• CCNA or CCIE-Cisco certifications.
• Experience with ITSM ticketing systems such as ServiceNow, Zendesk, Remedy.
• Exceptional customer service, analytics, and critical thinking skills to ensure the best client solutions.
• Expert technical knowledge with an understanding for managing multiple diverse environments.
• Excellent communication skills demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs.
• Ability to facilitate technical meetings and convey technical information to non-technical staff.
• Initiative-taking communicator with all levels of staff and management with the ability to maintain open communication with others.
• Initiative-taking with directed exceptional customer service orientation and dedication to meeting deadlines.
• Excellent organisation, time management and analytical skills.
• History of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shift.
• Embrace accountability and encourage others around them to do the same.
• Working for a financial institution or financial industry background.

About Insight

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there's a reason our average employee tenure is over 6 years.

We strive to display our three core values of Hunger, Heart and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.

Application Details

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.

A full job description will be provided upon application.

Insight is committed to providing equal opportunities for all applicants and recognizes and values the unique talents and perspectives which individuals with disabilities bring to our workplace and we encourage them to apply. Any information provided regarding changes or adjustments will be kept confidential and used solely for the purpose of ensuring all our candidates can perform at their very best during the recruitment process.