Cloud Engineer

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Uxbridge, GB

We are looking for a Desktop Support Technician to work for an established Investment financial management company based in Dublin.

You will be the technical escalation point for the Level 1 Service Desk and onsite support users. The role requires a prominent level of technical proficiency and an individual with executive presence and excellent communication skills. You must quickly and effectively diagnose, and resolve issues related to Citrix VDI Windows based environment, laptops, mobile devices, printers, and video conferencing.

You will bring a client-driven approach, be enthusiastic about the end user experience, someone who enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.

So, if this is of interest to you then we would be keen to hear from you!

As a Desktop Support Technician your Responsibilities are:

• Providing level 2 desktop support as needed.
• Ensuring customer service is timely and accurate.
• Aligning service level agreements with business stakeholder priorities.
• Reporting on and driving performance against KPI’s and metrics.
• Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues.
• Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery.
• Developing and managing a broad range of technical IT projects.
• Providing timely updates to senior helpdesk leaders and stakeholders on a regular basis.
• Delivering enterprise level technical support covering a wide breadth of technical matters.
• Meeting with clients and managing technical resources as needed.
• Handling escalations from Systems Engineering and Systems Administration stakeholder teams.

• Experience of advanced technical experience.
• Experience of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment.
• Experience in installing and configuring computer systems, diagnosing, and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur.
• Experience with VMWare, Azure/Office 365.
• Knowledge of Servers:
  Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers.
• Experience with mobile devices (both Android and iPhone).
• CompTIA Net+ and/or CompTIA Security+.
• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert).
• CCNA or CCIE-Cisco certifications.
• Experience with ITSM ticketing systems such as Service Now, Zendesk, Remedy.
• Exceptional customer service, analytics, and critical thinking skills to ensure the best client solutions.
• Expert technical knowledge with an understanding for managing multiple diverse environments.
• Excellent communication skills demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs.
• Ability to facilitate technical meetings and convey technical information to non-technical staff.
• Initiative-taking communicator with all levels of staff and management with the ability to maintain open communication with others.
• Initiative-taking with directed exceptional customer service orientation and dedication to meeting deadlines.
• Excellent organisation, time management and analytical skills.
• History of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shift.
• Embrace accountability and encourage others around them to…