Sr. Service Desk Administrator

Client Support Dublin, Santry


Description

Job Summary:

The Sr. Service Desk Administrator is responsible for the delivery, performance, support and tracking of IT assets within the EU. This includes but is not limited to day-to-day troubleshooting, adds/moves/changes for phone, network and computer equipment, IT Asset Management, and participation in the Incident Management Process. This role will also be responsible for delivery of assigned tasks and management of activities for larger projects within Net Ops.

 

This position also includes responsibility for Office Administration. This includes but may not be limited to shipping and receiving, serving as liaison with building management, and coordination of internal moves, adds and changes. It is essential that the successful candidate be highly organized and possesses excellent communication skills. Candidate will need to liaise with Los Angeles-based resources on a daily basis and must be an excellent team player.

 

 

Job Duties:

  • Maintains, analyzes, troubleshoots, and repairs computer/server systems, hardware and peripheral devices.
  • Provides support to end-users on computer systems (Macintosh and MS-Windows), Off-The-Shelf and proprietary application software, computer systems and Smartphones.
  • Troubleshoots BYOD (Bring Your Own Device) iPad and Android based tablets, iPhone and Android based phones, Blackberry devices and other peripherals in the enterprise.
  • Provide remote hands support of j2 Production Systems in EU colocation’s and Data Centers. Coordinate contractor visits to Data Centers for equipment installation.
  • Gathers requirements and proposes solutions for end-user computing activities and projects.
  • Gathers quotations and fulfills requests and while maintaining IT assets in the ITAM tracking application.
  • Administers computing resources including active directory, print servers, email and debugs through remote access.
  • Monitors licensing usage and compliance of end user computing software.
  • Works with carriers to troubleshoot and diagnose telecom problems, opening tickets and escalating as required.
  • Participate in Net Ops projects delivering assigned tasks and managing assigned project activities.
  • Maintains documentation including Visio diagrams and contact information for vendors.
  • Maintain and allocate IT and facility equipment as required to support expansion and new hires. Responsible for monitoring service ticket tracking application for notification of new issues being reported.
  • Responsible for timely provisioning of phones and end-user computing equipment. Will need to work with business leaders throughout the EU to develop equipment forecasts and ensure timely provisioning of equipment.
  • Serves as primary contact for troubleshooting, diagnosis, and escalation of technical issues and communicate regularly with Los Angeles staff to drive resolution.
  • Supports implemented solutions, including monitoring and routine maintenance.
  • Participates in on-call availability and escalation that provides 24x7x365 emergency support.
  • Oversees shipping, receiving and other office administration functions.
  • Serves as liaison with building management on moves, service issues and related items.
  • Travel within the EU will be required and to the US may be required. 

 

Job Requirements and Experience:

  • Candidate must have at least 10 years of computer systems support experience, mostly working directly with end-users.
  • Candidate must possess expert technical knowledge of PC operating systems including Window 7/8/10 and Mac.
  • 6+ years of experience in application support for Microsoft Outlook, Microsoft Office, Active Directory, and Anti-Virus applications.
  • 4+ years of IT Help Desk experience along with a demonstrated track record of troubleshooting experience.
  • 4+ years of Remote PC management and software distribution in an enterprise environment is required.
  • Support or administration of a VoIP-based PBX system is a plus.
  • Experience with an internal Service Desk ticket tracking application is a strong plus.
  • Candidate must have excellent written and spoken communication skills.
  • Candidate must have supported in excess of 200 users.
  • Candidate will be required to perform a variety of complicated tasks with minimal supervision.
  • Candidate must be able to lift and transport moderately heavy objects such as computers and peripherals.