IT Service Support Engineer

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Position: IT Service Support Engineer

Location: Dublin City Centre

Salary: EUR250 per day (Negotiable depedning on experience)

Contract Type: Initial 6 Month Contract

IT SERVICE SUPPORT ENGINEER

Our client a Global Management Consulting & Professional Services Organisation is looking for a IT Service Support Engineer to join their team on an initial 6 month contract

The IT Service Support Engineer will primarily be responsible for the scheduling New Joiner PC builds and PC upgrades for Accenture customers situated in and around the Dublin office campus. He will work closely with the Enablement & Support Team Lead and their colleagues ensuring that required services are delivered and all enablement related SLAs are met. Additional responsibilities will include remote hand support provision for data center infrastructure, working closely with the wider UKI Infrastructure team.

Responsibilities & Accountabilities:

* Operations:

* Respond to first-, second- and third-line enablement related incidents logged via IT Service Desk, Accenture Portal or in person, administering solutions within the agreed SLAs for the local workstation environment.

* Ensure effective prioritisation, coordination and resolution of logged incidents within agreed SLA, working as a team but taking a lead to maintain effective incident queue management.

* Ensure good working knowledge of internal workstation environment and associated products, including customer eligibility criteria and pricing.

* Perform PC New Joiner builds, Rebuilds and Upgrades (including data backup and restore where required).

* Customer Service:

* Build good trust-based relationships with key customers & customer groups when providing support needs. Ensure that two-way feedback is developed relating to our products and services, current customer priorities, challenges and requirements.

* Be a strong advocate for product and service customer adoption.

* Ensure that a strong customer service ethos is provided.

* People Development and Relationship Management:

* Ensure effective team collaboration across our support & enablement team.

* Ensure adherence to Accenture performance management process.

* Proactive Support and Value Add:

* Be a key contributor and change agent towards continued process excellence initiatives within the team.

* Proactive identification of issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.

* Quality assurance of previously closed incidents, problems and service requests, assessing for improvements opportunities in services delivered.

* Keep abreast of new technologies and innovations that are relevant for area of support, internally and externally to the business.

* Finance

* Proactively suggest ways to ensure services remain cost efficient.

* Be aware of our cost recovery mode and ensure its correct use when delivering services.

* Asset Management:

* Update asset management information to accurately account for movement of IT hardware in accordance with asset management processes.

* Provide assistance where required for other asset management requirements in order to contribute to our overall asset management KPI's.

* Maintain team PC storage processes, conforming to internal policies and ISO accreditations.

* Maintain appropriate workstation and consumable stock levels for team.

* Day to day operational management of Ireland PC New Joiners, Upgrades & Leavers processes.

* Mobile device management.

* Provision of required PC consumables to customer base and management of connected process.

* Management of ordering process for local IT H/W and Consumable requirements.

* Dealing with IT equipment disposal activities.

Requirements:

* Microsoft Certified (MCSE, MCP) specializing in Windows Server 2012 and Active Directory.

* Apple Certified Support Professional (ACSP) or Apple Certified System Administrator (ACSA) advantageous.

* Knowledge of laptop, desktop, smartphones, tablets and printer hardware fundamentals.

* Knowledge of LAN/WAN and networking principles and equipment, IP Telephony (Voice over IP) and server technologies as well as network security fundamentals.

* Understanding of ITSM Remedy or ServiceNow Support Tool.

* Knowledge of the Information Technology Infrastructure Library (ITIL) version 3. Certification advantageous.