IT Support Engineer - Level 2

PFH Technology Group; Dublin; On-site; EUR 32,000 - 45,000; Full time

Job summary

PFH Technology Group is seeking an ICT Support Technician to provide Level 2 on-site technical support to our client in Dublin 18. The role includes handling service desk calls, travelling to sites, and building strong relationships with users across our region.

You will troubleshoot hardware/software, set up Windows accounts, coordinate with networks and labs, and assist with site roll-outs. A minimum of 1 year in IT support and solid Microsoft Office knowledge are essential.

Qualifications

• Minimum 1 year of experience in IT support.
• Excellent working knowledge of Microsoft Office and report writing.
• Good problem solving, analytical and decision making skills.
• Proven ability to produce quality deliverables.
• Understanding of the Irish Healthcare system.

Responsibilities

• Prioritise, manage and respond to service desk calls; travel to sites to support users within the region.
• Establish and build good working relationships with customers.
• Troubleshoot hardware and refer to third parties when needed.
• Set up Windows accounts and mailboxes; manage access permissions.
• Coordinate with IPMS, NIMIS and Lab systems admin personnel for account setups.
• Support for new sites and installations; assist networks team on site.

Skills

IT Support

Microsoft Office

Report Writing

Problem Solving

Communication

Teamwork

Organisational Skills

Stakeholder Management

Irish Healthcare System Understanding

Education

Bachelor’s degree (preferable)

Job description

PFH Technology are seeking a ICT Support Technician to provide Level 2 On-Site Technical Support to our client.

Location: Dublin 18

Key Responsibilities:

• Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region
• Establish and build on good working relationship with customers
• Troubleshoot and if required, referral of hardware faults to third parties
• Where appropriate, assign warranties on hardware to third parties
• Set up / amend Windows accounts/mailboxes
• Access and update email branding site for new and staff movers
• Management of generic NCHD accounts and profiles
• Activate and patch network points, liaise with electrical contractors and HSE voice / networks staff
• Assist the networks team when necessary
• Broadband site support, troubleshoot and diagnose problems. Liaise with the user broadband supplier and / or network support where faults occur
• Troubleshoot system problems, diagnose and solve software faults e.g. Citrix
• Install and configure computer hardware and peripherals, operating systems and applications
• Involvement with the roll-out of new systems National and Local (IPMS, NIMIS, ENDORAAD, TRACK&TRACE etc.) and systems through Service Introduction
• System Administration – amend privileges / security permissions on server shares, setup of new shared folders on existing shares
• Liaison with IPMS, NIMIS and Lab systems admin personnel regarding account setups
• Manage pst requests and data requests for staff moves
• Liaise with third party vendors for software \ hardware installations
• Support for new sites, installations of hardware in new locations and co-ordinating office moves to other sites
• Deal with ‘how to’ and information requests including data security and ICT policies
• Liaison with local and national ICT teams, e.g. Server and Network management
• Install individual software requests
• Managed Print devices – liaise with vendors including IP information
• Arrange, follow or advise information regarding disposal of old or obsolete equipment
• Access consoles to push or provide solutions for requests e.g. Content encryption
• Carry out backup routines and tape changes in some cases
• Follow and adhere to SD processes, procedures and follow escalation process and other matters as appropriate

Other

• Coordinate office activities to secure efficiency and compliance to procedures and processes
• Create and update records and databases with personnel, financial and other data
• Submit timely reports and prepare presentations/proposals as assigned
• Assist colleagues as requested

Candidate Profile:

• Must have a minimum of 1 years’ experience working in an IT Support environment
• Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing.
• Demonstrate good problem solving, analytical and decision making skills
• Demonstrate evidence of production of quality deliverables
• Demonstrate understanding of Irish Healthcare system

Business Competencies:

• Excellent written and oral communication skills
• Excellent teamwork and interpersonal skills.
• Proven ability to organise work with an organized manner
• Self-starter with a willingness to take responsibility
• The ability to interact with key stakeholders in a professional manner

Education

• Third Level Education Qualification is preferable.

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.