Remuneration
Excellent benefits and a compelling reward package
Location
Dublin, D, Ireland
Visa sponsorship
Not specified
Job summary
Provides Level 2 desktop and enterprise technical support, acting as an escalation point for the Service Desk and onsite users in a financial management environment. The role diagnoses and resolves issues across Citrix VDI, Windows computers, mobile devices, printers, and video conferencing, while managing service performance, stakeholder escalations, and technical IT projects. The environment includes VMware, Azure/Office 365, Active Directory, Group Policy, and ITSM ticketing systems.
Benefits
Benefits packageReward packageSupportive environment with autonomy and creativity
Qualifications
- Progressive experience in a Service Desk or Help Desk technical support environment.
- Experience installing and configuring computer systems, diagnosing hardware and software faults, and tracking troubleshooting.
- Experience with VMware and Azure/Office 365.
- Knowledge of server administration, Active Directory, Group Policy administration, and bringing up Domain Controllers.
- Experience supporting Android and iPhone devices.
- Experience with ITSM ticketing systems such as ServiceNow, Zendesk, or Remedy.
- Financial institution or financial industry experience.
- Strong customer service, communication, organization, time management, and analytical skills.
- Ability to document technical analyses and processes and explain technical information to non-technical staff.
- Ability to manage multiple priorities, adapt to changing needs, and meet deadlines.
Responsibilities
- Provide Level 2 desktop support and enterprise technical support.
- Act as a technical escalation point for Service Desk, onsite users, and systems teams.
- Diagnose and resolve issues involving Citrix VDI, Windows devices, mobile devices, printers, and video conferencing.
- Ensure timely and accurate customer service and align service levels with business priorities.
- Monitor and improve service performance using KPIs and metrics.
- Oversee service desk requests, incidents, and issues; address customer concerns and complaints.
- Develop and manage technical IT projects and improve desktop service delivery.
- Provide updates to helpdesk leaders and stakeholders.
- Meet with clients and coordinate technical resources as needed.
Skills
AzureServiceNowVMwareWindows
Certifications
CompTIA Network+CompTIA Security+MCSAMCSEMCITPCCNACCIE
Industry
Financial servicesInvestment financial management
Relocation
No