Standard IT Supporter

Job Description

Standard IT Supporter

We are looking for Standard IT supporter who will be delivering onsite IT support & services to all users of our client in Germany. The client’s location is in Athlone, Ireland

The Standard IT supporter is a team player with good communication skills and with a focus on end user experience, willing to learn and share knowledge.

The support is delivered both as walk-in support and on-site support upon demand, and supporters work with all assigned tasks respectively. The support is highly based on collaboration and participating in coordination and stand-ups is an obligatory part of ensuring high quality towards end-users. We work in a global environment, where tickets are handling in a global setup and there is close collaboration with ServiceDesk and other on-site support-teams across the globe.

Principal Responsibilities

-        Perform the On-Site IT services and support (walk-in and on-site support)

-        Support the local IT infrastructure

-        Collaborate and engage with different business teams on IT related matters

-        Provide user training and on-boarding

-        Support meeting rooms and AV equipment

-        Support end-user equipment as per client’s standards

-        Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager

-        Perform visits to remote/ dispatched sites when applicable

-        Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries

-        Browser troubleshooting

-        Re-imaging laptops

-        Maintaining inventory of equipment

-        Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs

-        Keep aging incidents under check

-        Provide reports of open incidents and actions being taken to resolve those incidents.

 EEA/EU/British or Irish candidates only.

Experience / Education

Standard : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.

-        Fluent in oral and written English

-        Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)

-        Experience with ITSM tools like ServiceNow and ticket handling

-        Experience with KCS is an asset

-        Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices

-        If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)

-        Experience working in an international environment is an asset

-        Previous experience working in a 24/7 organization & willingness to travel on regular basis

-        Knowledge of agile working method and maybe experience with KANBAN board metho

We Offer:

-        Competitive salary and performance bonuses

-        Opportunity for career progression

-        International and vibrant team environment, that appreciates team work and embraces knowledge sharing

-        Professional on-boarding and on-going trainings

-        Health insurance