Helpdesk Support Engineer

  • Dublin
  • Emagine Consulting
Want to make an impact? We offer thatDue to continued growth, we are currently hiring a Helpdesk Support Engineer to join our team. emagine is a dynamic, fast-growing international consulting and technology company, founded on real-world experience, focused on custom-fit solutions. We have the proven people and expertise to complete complex projects, while delivering lasting knowledge-transfer benefits to empower our partners for the next challenge.Are you intrigued? Do you want to learn more? A snapshot of your key responsibilities: · Utilise the central ICT Helpdesk system (JitBit Helpdesk) in logging all calls whether made through the site, by email or over the phone.· Assist in the categorisation of all ICT related tickets (e.g. events, incidents, problems and requests) for efficient resolution and detailed reporting.· Fully update all resolution details and feed into the central knowledge base where complex or common issues are being resolved.· Be GDPR Compliant.· Resolve all tickets within defined and agreed Service Levels.· Provide desk side support services and utilised remote support system to provide support to users remotely.· Route all tickets that cannot be resolved by the Resources to their appropriate resolver groups within the ICT Unit or external service provider.· Provide monthly reporting on all ICT Service Levels and performance of the ICT Helpdesk and associated resolver groups.Requirements:· Some experience in either a Helpdesk Support or an Administration position.· Comptia A+ (Core Series) Certification and ITIL 4 Foundation Certification, or equivalents.· Experience with Microsoft Applications MS Office / Applications / MS Teams (Client VC, Teams VC, Teams Voice over IP).· Experience with Windows Server / Operating Systems Support.· Experience with File Server / Print Management.· Experience with Active Directory / Azure AD / Group Policy / Exchange / Exchange Online experience.· Experience with Mobile device (iPhone/Android) Management (MobileIron/Intune) experience.· Experience with Applications Support (TeamViewer / Nitro Pro / Adobe Suite / LogMeIn (not limited to).· Experience with End Point Security (MS Bitlocker / Symantec AV).· Experience with Laptop Hardware Management (Configuration / Imaging using WDS and Co-Pilot).So, are you ready to join our team? It’s important to remember, emagine is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for our customers.Opportunity type: Contract, Hybrid (4 days onsite, 1 day remote), Dublin