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INFRASTRUCTURE SUPPORT ENGINEER (Ref: VAC-10971)

Expect Recruitment
Location: Dublin City Centre
Rate: € 36 to € 40 K (Permanent)
Job Description Infrastructure Support Engineer Location: Dublin City Centre Type: Permanent, Full Time Salary: €36-40K plus Excellent benefits Expect Consultant: Julia Foerster More information: +353 (0)214209052 Start Date: July 2010 Responsibilities Service Desk • Receive and record incoming incident calls, service requests, and solutions into the incident management system. • Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets. • Gather troubleshooting and problem resolution information from other teams and documents information in the appropriate department databases. • Perform in a second level role to provide problem resolution for higher complexity problems. • Validate and coordinate outage-related incidents and implementing call avoidance measures. • Provide real-time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation. • Work within Service Desk and other departments on improvement suggestions or requests for information from the Service Desk. Infrastructure • Maintain the IT infrastructure according to changing corporate standards; • Improve the IT infrastructure according to changing business needs; • Perform installation, troubleshooting, maintenance and backup tasks on server-class hardware and software. • Perform general network troubleshooting and assist with localized network tasks. Communication • Interface with business and IT staff to adapt the provided services to the business needs; Ensure continuous improvement of provided services and standards; • Review changes and related communications to assess impact on user community. Projects & Procurement • Lead and/or participate in local, regional as well as global IT projects designed to improve service to our customers. • Perform installations, configurations and upgrade tasks that require research and analysis. • Assist the EMEA IT buyer with sourcing IT products and services on a regional level. Documentation • Assist with communication and documentation associated with changes for technical and non-technical audiences. • Acquire and maintain current knowledge of relevant information technology procedures, systems and applications. Become a subject matter expert on various support areas. Maintain knowledge base and incident ticketing system. • Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate. Requirements & Qualifications • Candidate preferably has a university degree in Information Technology; • Excellent communication, interpersonal, organizational and planning skills • Project management skills have preference; • 3-4 years experience with PC support and maintenance • Expert knowledge of commonly used PC operating systems and networking techniques • Microsoft Certification in desktop operating systems has a preference • Must be able to perform duties with minimal supervision • Professional behaviour appropriate to an office environment • Must be willing to travel to UK, and possibly other countries • Must be able to lift objects weighing no more than 50LBs • Fluency in English, Italian and Spanish are preferred