Deskside Support Engineer - Cork

We are currently looking for a highly customer-focused and enthusiastic Deskside Support Engineer, with a genuine interest in solving IT issues, to support our client based in Cork.

The successful candidate should be technically competent, possess good communication skills, be ready to learn, & thrive in a fast-paced regulated environment.

The successful candidate will support desktops and connected devices in office areas, as well as support various pieces of infrastructure including network printers, & network hardware & server hardware in a Hands & Eyes manner.

Responsibilities

• Working on behalf of DXC Technology.
• Providing wide ranging Deskside support to end users in office environments
• Work to resolve issues accurately and efficiently, within set targets and in a professional manner
• Maintain a dedicated commitment to service quality & customer experience
• Take ownership of tickets escalated from the service desk & other teams, handling them appropriately
• Work comfortably on your own, identifying and prioritising incidents, requests, & escalations accordingly
• Work well within the client environment
• Ensure that all activity is accurately documented and recorded in line with ITIL practises
• Contribute to the creation and up-keep of Knowledge Base Articles
• Be comfortable working in a highly regulated environment, adhering to local and global policies
• Work healthily and safely, in accordance with DXC training and policies
• Adhere to all IT Asset Management procedures & policies
• Build and deploy PCs, patch network points, troubleshoot printer problems, support standard software packages, and other general “IT” tasks
• Be prepared to engage with ad-hoc tasks with a best effort and positive attitude
• Work comfortably in comms areas and data centres, providing ‘Hands and Eyes’ support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams
• Be ready and willing to learn new skills and procedures, growing and provide greater support for colleagues and clients

Essential Skills

• Ready to learn and face new challenges
• Excellent written and verbal communication skills
• Ability to work independently and as part of a small team
• Ability to work well with global teams
• Experience of working in Desktop support role (3yrs+)
• Tested software and hardware troubleshooting skills
• Experience of supporting Windows 11
• Experience of supporting Microsoft Office suites including Office 365
• Experiencing working in a highly regulated / ITIL environment, with appropriate service / ticketing systems
• Proficiency with Network Infrastructure e.g. switches, routers, APs, patching, network architecture knowledge
• Server Hardware support experiencing (racking & providing Hands & Eyes support)
• Printer hardware knowledge