March 25, 2021

IT Support Technician

Job Description

Job Description:

To support in the day-to-day operations of the ICT Support team in providing effective 2nd line support. Ensure timely response & resolution of customer incidents and service requests are carried out with business agreed SLA’s. Maintain a high standard of customer service to deliver this support to our business.


• Ensure all incidents, service requests, events are logged in the ICT provided Service Desk system Cherwell (branded AskIT)

• Allocation of incidents through escalation processes defined within the business and the ICT department.

• Monitoring ICT systems to maintain a proactive approach to service delivery.

• Focus on delivering a high standard of face-to-face ICT support to all Staff.

• Completing Tier 2 ICT support Incidents for staff within agreed SLA’s

• Create, log, update, prioritise and resolve incidents at 1st or 2nd line support levels

• Offering face-to-face ICT support and all incidents to be logged into the ICT Departments support service business solution.

• Assist with project related incidents that include latest software and security patches for certain business application.

• Work with the ICT Support Manager on improvements to ICT services

• Identify incidents that need escalations to Problem status within ITIL best practices.

• Report progress of tasks allocated by ICT Support Manager

• Share knowledge with other members of the ICT support team when resolving incidents or problem management tasks.

• To communicate at various levels within our organisation ensuring a polite and professional manner.

• To conduct audits across the business, identifying and highlighting best practice and producing clear documentation for the support services department.

• To troubleshoot areas of poor performance and assist the ICT Support Manager to identify effective solutions to resolve issues both in the immediate future and for the longer term.

• Visit sites and regional offices for provisioning of ICT support.

• Working alongside the other ICT departments to ensure audits are completed for all assets.

• To work alongside with the ICT Support Manager,  ICT Infrastructure Manager, Development Manager and Asset & Deployment Manager

• Proactive approach to Service Delivery through Monitoring tools and systems.

• Dealing with service requests through our call logging system

Technical Responsibilities:

• Supporting VOIP telephony systems

• Provide 2nd line

• Installation and maintenance of computer related hardware and software.

• Administration and support on VPN & remote access solution

• Provide 2nd line application support

• 1st Line Mobile device support including IPADS and Smart phones

• To manage and monitor Server Environments for Sites and offices

• Monitor and action any hardware faults or proactive processes for Servers

• Understand and troubleshoot Project/Site/Office ICT Communication equipment

• Document all regional information according to central stored location. Work with other technicians to have cover and knowledge spread for the reasons of backup.

Other Responsibilities:

• To research and understand new cutting edge technology to enhance support requirements to our business

• Suggest ideas for Support Service improvements

• Supporting Tier 2 technicians and the Service Desk

• Recognize improvements in workflows and suggest ideas on how to implement

• Supporting ICT to deliver projects to the business with the guidance of the ICT support manager

• Supporting ICT requirements for Joint Venture projects

• Promote ICT Services and department through new PR methods and help to develop these with the ICT Support Manager

• Promote our department in a positive light across the business

Qualifications and Experience:

• ITIL foundation qualification or good sound knowledge

• At least 12 months experience working on a ITIL process driven ServiceDesk

• Customer focused driven

• Networking Knowledge

• ICT Security Awareness

• Experienced in Windows 7 and 10 OS

• Understanding of MS server 2008, 2012, 2016

• Office 365 experience

Skills, knowledge and abilities:

• Strong focus on customer service with ability to manage customer expectations, prioritise

• Conflicting demands and resolves customer concerns/queries

• Ability to support staff at different levels of ICT knowledge and experience

• Excellent time management and organisational skills with the ability to achieve results

• Experienced in MS Office 2007–2016 and Office 365

• Excellent communication skills, listening, verbal and written, with the ability to communicate at all levels of the organisation

• Ensures that excellent service is an integrated part of his/her own work

• Ability to prioritise, plan and organise own workload to meet deadlines and performance targets

• Discrete, confidential, diplomatic and tactful.

• Innovative, creative, patience and resilience

• An effective team player

Personal qualities:

• Highly motivated with a flexible approach

• A willingness to continually develop levels of knowledge

• Ambassador for ICT Services team who positively promotes the Service Desk as a single point of contact for the business

• Challenges process and service to ensure they are fit for purpose

• Driven to meet performance targets and customer service standard

Apply for Job
Kildare, IE
Career Level
Experienced (Non-manager)
Associate Degree
Job Type
Job Last Updated
April 16, 2021


Colm O'Rourke
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