IT Desktop Support Engineer Backfill

Sky Systems, Inc. (SkySys); Dublin; On-site; EUR 34,000 - 52,000; Full time

Job summary

Sky Systems, Inc. (SkySys) is seeking an onsite Backfill Support Engineer in Dublin, Ireland to deliver high-quality end-user computing support for office staff, handling incidents, requests and IMAC tasks.

You will work with ITIL processes and ServiceNow, perform SCCM image deployments, asset management, and provide hardware, software, and AV support for meetings and events. Join a team-oriented environment, able to work independently, communicate with internal and external contacts, and ensure

Qualifications

• Basic experience in IT industry.
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Desktop/ Laptop/Network Printers Management.
• Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.

Responsibilities

• Provide high quality technical support for End User Computing devices.
• Handle incidents, problems, requests and maintain SLA.
• Manage IMAC requests via ServiceNow.
• Perform hardware/software installation using SCCM.
• Manage desktop, laptops, network printers.
• Basic AV support for conference rooms and events using MTR.
• Image deployment using SCCM and Autopilot.
• Manage laptop AV/endpoint security (McAfee, Cortex XDR).
• Manage user data with OneDrive and Office 365.
• Coordinate hardware spares with vendors.
• Maintain inventory records and asset lifecycle.
• Provide strong customer service to IT teams and business partners.
• Support IT teams and vendors; work independently or in team.

Skills

ITIL & ServiceNow

Desktop/Laptop OS troubleshooting

Incident management

SLA adherence

IMAC handling

Deployment tools SCCM

AV support

Image deployment Autopilot

End user data management

Mobile device support

Tools

ServiceNow

SCCM

Autopilot

McAfee Cortex XDR

MTR (Teams Room)

Job description

Location: Dublin, Ireland

Backfill Support - on need

Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Desktop/ Laptop/Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.