Senior Help Desk Technician

The Candidate:

CommSec are currently looking for a Deskside Support Engineer to join our growing company.

POSITION: Desktop Support Engineer

JOB TYPE: Direct Hire

START DATE: IMMEDIATELY

Responsibilities

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 5+ years of experience in the field or in a related area. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description:

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position

Qualifications

Knowledge & Experience:

  • Knowledge of basic computer hardware including Networking – Switching & Routing
  • Experience with desktop operating systems including Microsoft, and Mac OS X, Linux
  • Extensive application support experience.
  • Working knowledge of a range of diagnostic utilities.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.

Other:

Full Clean Drivers Licence

Excellent English skills ; written & oral

Personal Attributes:

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

Soft Skills:

  • Thought Process:Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client’s business problems and deliver solutions and recommendations to solve.
  • Interpersonal:Excellent customer service, technical, organizational, and communication skills – in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
  • Physical:Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Location

We are happy to host our clients in the comfort of our meeting facilities at our offices. Please call or email to arrange a meeting.

B109, The Linc,Blanchardstown Institute of Technology, Dublin

Call us

Our phones are open during normal business hours, 9am to 5:30pm, Monday to Friday, excluding Bank and Public Holidays.

+353 1 536 7320

Contact us

For enquiries at any time, please contact us via email. For emails received out-of-hours, you will receive a response during normal business hours on the following working day.

info@commsec.ie

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