Service Desk Engineer 24x7 Shift Place of work:Onsite - Dublin 4 /Duration: Permanent / Hours of work: 12 hrs shift pattern 4 days from 08:00 to 20:00 hrs + 4 days off + 4 days from 20:00 to 08:00 hrs + 4 days off About the Company and the Role: Auxilion, a leading provider of IT outsourcing and IT managed service solutions. As part of the Auxilion organization you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires. Service Desk Engineer is to provide 24x7 frontline technical support and administration to our customers. You will act as the single point of contact for the service desk on a global client basis. Where feasible, you will address the customer query/issue or alternatively redirect queries to the appropriate area within the organisation. Position Responsibilities: Acknowledge and respond to event notification Work within predefined SLA for event resolution. The 24x7 Service Desk will proactively respond and resolve to as many events as possible The 24x7 Service Desk will escalate events as required to level 3 team members to resolve events as required. The level 3 team members are based off site. Log all events in the incident record system Log a ticket in the service management tool; and Triage the incident, recording key information in the service management tool. The 24x7 Service Desk will escalate to additional support (for example On-Call) as required. Update Incident management log for future recurrence Access management password resets, provision of one-time passwords, etc. Routine checks, tasks and Preventative Maintenance (Health checks, audits, backup management, systems management) Ensure compliance with all IT Alliance and client policies and procedures e.g. security policy etc. Technical Competencies: 1 to 2 years experience supporting and administering enterprise monitoring tools and solutions in a critical service environment. 1 to 2 years experience supporting and administering in a range of the following: Excellent knowledge of desktop, laptop and mobile device hardware and Microsoft OS products including Windows 10, and MS Office2016, Office 365 Video conferencing support Good communication and teamwork skills and interpersonal skills are key. Third level qualification would be desirable but not essential. Business Competencies: Commitment to learning and development of creative support solutions. Process focused Customer Orientated Good communication and teamwork skills and interpersonal skills are key. Our Company, Auxilion About Us Work matters. Its where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. Skills: Technical Support Hardware Software Troubleshooting Customer Service
