Job Description:

Location: Ringaskiddy, Ireland
Employment Type: Full-time
Company: DXC Technology

Role Overview

We are currently seeking a highly customer-focused and enthusiastic Deskside Support Engineer to join our team, providing crucial IT support to our client based in Ringaskiddy, Ireland. The ideal candidate will possess strong technical skills, excellent communication abilities, and a genuine interest in solving IT issues. You should be eager to learn, thrive in a fast-paced, regulated environment, and be capable of supporting desktops, connected devices, and various infrastructure components such as network printers, hardware, and servers.

Key Responsibilities

• Client Support: Provide comprehensive deskside support to end users within office environments, resolving issues efficiently and professionally.
• Service Quality: Maintain a strong commitment to service quality and enhance the customer experience through diligent issue resolution.
• Ticket Management: Take ownership of escalated tickets from the service desk and other teams, ensuring they are handled appropriately.
• Self-Management: Work independently to identify, prioritize, and resolve incidents, requests, and escalations.
• Documentation: Accurately document all activities in line with ITIL practices and contribute to the creation and maintenance of Knowledge Base Articles.
• Regulatory Compliance: Operate effectively in a highly regulated environment, adhering to both local and global policies.
• IT Asset Management: Follow all IT Asset Management procedures and policies.
• Technical Support: Build and deploy PCs, troubleshoot printer problems, patch network points, and support standard software packages.
• Comms & Data Centers: Provide ‘Hands and Eyes’ support in comms areas and data centers, coordinating with offshore teams and offering on-the-ground feedback.
• Continuous Learning: Engage with ad-hoc tasks and demonstrate a willingness to learn new skills and procedures.
• Travel: Be prepared to travel to other supported sites in the area to provide cover for colleagues as needed.

Experience/Skills Required

• Technical Aptitude: Ready to learn and face new challenges with a positive attitude.
• Communication: Excellent written and verbal communication skills in English.
• Team Collaboration: Ability to work independently and as part of a small, dynamic team.
• Global Coordination: Experience working with global teams is an advantage.
• Desktop Support Experience: Minimum of 3 years in a desktop support role, with proven software and hardware troubleshooting skills.
• Windows Expertise: Experience supporting Windows 10 and legacy Windows operating systems.
• Microsoft Office: Proficient in supporting Microsoft Office suites, including Office 365.
• Regulated Environment Experience: Experience working in a highly regulated environment, preferably with ITIL knowledge and service/ticketing systems.
• Network Infrastructure: Proficiency in supporting network infrastructure, including switches, routers, access points, and understanding network architecture.
• Server Support: Experience in server hardware support, including racking and providing ‘Hands and Eyes’ assistance.
• Printer Support: Strong knowledge of printer hardware troubleshooting.
• Flexibility: Willingness to support essential out-of-hours work when required.

Preferred Qualifications

• ITIL Certification: Knowledge or certification in ITIL practices.
• Customer Service: A strong focus on delivering excellent customer service.
• Adaptability: Ability to adapt to new technologies and processes quickly.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.