The IT Operations Support Technician position is responsible for resolving the day-to-day technology challenges that prevent employees from serving our customers. In addition to providing excellent customer service skills, triage, follow through, and timely problem resolution, Operations Support Engineers are responsible for reducing the amount of trouble tickets in the organization over time. This is achieved through root cause analysis, automation, implementation/configuration of tools, and a deep understanding of systems and cause/effect.
The role is physically based in the Verve Dublin office, but the successful candidate will work as part of the wider Opus Group IT and Technology teams, who provide IT support for all agencies within the Opus Group, including Verve.
This role reports into the Director, IT Services. Through collaboration with the other IT team members (Business Systems Analysts, Security & Compliance, Infrastructure, and IT Management), the IT Operations Support Engineer is responsible for analysis of existing desktop tools, requirements gathering, selection, implementation, configuration, and roll out. This includes, but is not limited to, system deployment, antivirus, server and network configuration management, asset management, system monitoring, patch management, and the helpdesk ticketing system.
Essential Functions Provide exemplary customer support, primarily in-person, to IT issues experienced by our employeesTriaging and fixing any helpdesk tickets.Understanding of MS Windows and Mac operating systemsKnowledge of – and ability to troubleshoot – a wide variety of software systems, locally installed, client/server, and cloud basedPartner with agency employees to help them become more efficient with our selection of technology toolsPresent a professional image as a representative of the companyEstablish and maintain effective professional working relationships with co-workers, and every level of managementCreate and update end-user documentation, as neededUpdating, troubleshooting, and resolving issues in the office network, including, wifi, servers, routers, switches, VPN, etc.Oversight of laptop and IT accessories ordering and managementUser account management in Google Workspace, MS Office, Slack and Okta.Requirement to travel at least 10% of the time between Ireland and UK offices, quarterly trips and emergency travel, with possible travel to Amsterdam.This position has no direct supervisory responsibilities, although may at times be required to coach and provide direction to less experienced staff.Required Qualifications At least 5 years in providing IT helpdesk supportEffective written, verbal communication, and collaboration skillsProficient listener, capable of translating requests into actionable tasksExcellent troubleshooting and problem-solving skillsAwareness of Information Security best practicesDemonstrated knowledge of a broad range of hardware and softwareFluency in EnglishBenefits of working at Verve: Great company culture (really) & fantastic office environmentYear round CSR programmes and opportunity, volunteering projects, Give Back mentoring experienceDiversity and Inclusion programmesSustainability Mandate (Verve is IS02012, 14001 and B Corp certified)Active Social activitiesGreat opportunity to learn, continuous learning programme, degrees, diplomas, certificates funded by VerveVerve is an equal opportunities employer, we are determined to ensure that no applicant receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown. Verve is committed to promoting a diverse and inclusive community – a place where we can all be ourselves and succeed on merit.
Sustainability Verve is proudly ISO 20121, 14001 and B Corp certified, and is one of the only agencies to hold this certification. We work hard to retain this certification and are always looking for new ways to be more sustainable in our workplace and in our events.
Diversity Verve is an equal opportunities employer. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy. Celebrating our inclusive and diverse culture is integral to Verve. We know that for our business to thrive and to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities. Together, we continue to build a culture that encourages, supports and empowers our employees.
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