Description: Permanent Role for a Technical Support Administrator with a top Financial Services Company based in Dublin City Centre.
The Role
The main purpose of this role is to respond to requests for updates from customers on the progress of their calls along with providing resolution of incidents and requests for service assigned to Desktop Support work queue.
Key Accountabilities
Logging of Calls

Manning of the IT Service Desk telephone line on rotation with other members of the Desktop Support and Service Desk Team.
Entry of details of incidents and requests for service into the Service Desk system.
Correctly capturing the data required to determine the severity.
Monitoring Service Desk work queue for automatically logged calls.
Assigning calls as appropriate.

First Level Support

Responding to requests for updates from customers on the progress of their calls.
Resolving calls on initial contact from customer where possible.
Examples of first level call resolution includes:
• Reset of passwords
• Re-enabling user accounts.
• Restart of printer queues
• Resolving some connection issues.
• Providing advice on some desktop applications.

Desktop Support

Resolution of incidents and requests for service assigned to Desktop Support work queue. Examples of incidents and service requests include:
• Issuing and dealing with issues arising with Blackberry devices
• Set-up of new PCs
• Upgrades to PCs
• Diagnosis and repair of PC issues.
• Installation of software on PCs
• Dealing with PC and PC application configuration issues.
• Coordinating resolution of printer issues through outsourced maintenance agreement.
• Issuing and replacement of PC peripherals (USB memory sticks, local printers, keyboards, mice)
• Set-up of workstation.
• Supporting Video Conferencing.
• Safe disposal of obsolete equipment.

Skills and Experience
Technical Competencies:

Experience working in a similar role;
Third level IT Qualification is essential;
Good working knowledge of Microsoft Office Products;
Certification by ITIL.
Recognised technical support qualification such as Microsoft Certified Desktop;
Support Technician or compTIA Aplus;
Working knowledge of Lotus Notes.
Experience of supporting Video Conferencing;
Excellent pc skills

Non-Technical Competencies:

An enthusiastic, flexible and innovative approach to the job;
Have excellent communication and interpersonal skills;
Have the ability to learn new skills quickly;
Be focused on quality and attention to detail;
Have the ability to work on own initiative;
Have the ability to prioritise and work on several tasks simultaneously;
Have the ability to work under pressure;
A high level of communication skills, both oral and written;
Ability to finish tasks, maintain documentation and adhere to best practice standards.
Continous Improvement

Compilation of agreed performance measures from reports available from Telephony and Service Desk Systems.
Fantastic Opportunity.. Apply now to nollaig@eolas.ie

Description: My client is looking for an experienced System Engineer to join their expanding team in North Dublin.

The ideal candidate will have:
4-5+ years experience in a systems engineer / network engineer role including experience with MS Exchange .
SQL Server administration experience
Virtualisation experience ( VMWare HyperV)
Be strong technically and able to deal with queries quickly
Excellent communication skills

And preferably:
Cisco certification CCNA
Microsoft certification MCP

An excellent package will be offered to the correct candidate including an attractive salary and healthcare

If interested please send your CV in ASAP to blain@eolas.ie

Description: Excellent permanent opportunity for a Senior Support Specialist to work for an Innovative Company in Dublin City Centre.
RESPONSIBILITIES
• Provide first and second-level telephone, remote, and desk-side support on laptops, desktops, printers, video conference, mobile phones and peripherals for employees and contractors in the EMEA offices.
• Actively update and manage support ticket queue.
• Coordinate to ensure adequate levels of hardware inventory is available at all times across Dublin and other EMEA offices.
• Ensure all New Hires, Transfers, and Leavers for EMEA are processed on time and in compliance with proper procedures.
• Interact with customers to address escalated issues and solicit feedback on IT Support Services (ITSS) team performance.
• Handle computer moves as required.
• Participate and collaborate on ITSS and IT related projects and take lead on 1-2 projects annually
• Successfully develop and execute on multiple projects as assigned
• Contribute and collaborate with other teams to reach common business and IT goals
• Lead and participate in professional development activities
• Carry a company issued mobile phone and be available to provide 24x7 support on a rotation basis for business critical issues.
• Primary end user support base are EMEA based employees and secondary are other regions such as Asia-Pacific and US.
• Ability to travel to other international sites both in and out of Europe.
• Adhere to official company and IT policies.

Job Experience
5+ years experience in the IT Support & Service Management industry with a focus on desktop support. Experience working for a company with 200+ employees and multiple international offices.
Education
Prefer Four-year Bachelor’s Degree; Technical certifications: MCP, MCSE, Windows, MS office Suite, A+ Certification or equivalent job experience.
Skills
• Hands on experience providing end-user support in a Windows environment with proficient troubleshooting skills for desktops and laptops, XP & Windows 7 O/S, MSFT office suites and email. Corporate Mac Support experience is a plus
• Good knowledge of networking protocols and components within a corporate WAN.
• Experience supporting video conference systems, desk phones, mobile phones, tablets and networked printer/copier devices.
• Excellent interpersonal and customer service skills.
• Excellent written and verbal skills.
• Excellent personnel and project management skills
Essential Job Functions
• Ensure excellent service to end-users.
• Facilitates resolution of technical issues on all products and services supported by ITSS
• Manages multiple simultaneous projects
• Helps develop and implement technology initiatives, procedures and policies according to strategy and plan.
• Achieve Professional Development Goals & Objectives as assigned by Manager.
• Assist in development and adherence of SLA’s.
• Develop technical documentation both for end user and peer consumption.
• Represent and be an ambassador for ITSS during meetings and events.
• Will be required to carry a company issued cell-phone and be available 24x7 via cell phone for business critical issues.
• Approx 25% business travel required.
• Weekend and off-hours may be required for critical project tasks
• Develop professional technical and business documentation
• Perform Ad-Hoc duties as required.
Please send in your updated CV to nollaig@eolas.ie for immediate consideration