Senior Systems Engineer

Job Responsibilities

• Communication: Deliver exceptional customer service including a passion to go above and beyond user expectations.  Communicate effectively with users gathering necessary information to resolve and/or facilitate resolution of a wide range of IT issues.  Liaise with other IT team members on application and system issues.
• IT Support:  Open, monitor and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions.  Document all actions and solutions within help desk tickets and update the technical details within operational procedures as appropriate.  Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.
• Answer and resolve first (basic) and second (intermediate) level inquiries regarding software and hardware, copiers, phone system, credit/ debit machines, and mobile devices (cellular phone & tablet) via phone, email and in-person during regular office hours and rotating on an on-call, 24/7 basis.
• Set up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (Office 365, point of sale, telephone system, etc.) and networks (mobile device to servers).
• Set up and manage user accounts in network ensuring appropriate access and security.
• Document inquiries and requests thoroughly in the IT ticketing system.
• International brand website maintenance
• Manage consumer interfacing via brand websites
• Manage hardware (computer & peripherals), copier, and mobile device inventory.
• Assist with meetings and events set-up and take down as it relates to IT equipment and software as necessary.
• Setup Cisco VoIP phones and video conferencing equipment based on Lync server and Tandberg Video Server.
• Write user documentation and training manuals
• Provide support to Group network.
• Drive new customer/supplier set up on ERP & financial systems
• Management of reporting tools, assist in building reports/models for the Finance & Operational teams
• Other related duties and tasks as assigned.

Experience Required

• Stand alone role within the Dublin office, supported external IT vendors.
• Managing multiple relationships
• Working to tight deadlines
• Managing internal teams & external agencies in line with IT budget
• Ability to work in a fast-paced dynamic business environment
• Ability to deliver across multiple priorities

Essential and Desirable Skills

• Minimum 5 years of previous service provider or related experience
• Proven knowledge of basic hardware and software including familiarity with Windows 10, Mac OS, MS Office Suite (O365).
• Experience launching new products (CPG, beverage alcohol preferred)
• Solid understanding and experience with Active Directory and Microsoft Exchange.
• Experience with use common ticketing systems: ServiceNow
• Experience supporting Xerox and HP printers.
• Experience with audio/video systems.
• Experience with Microsoft SCCM an asset
• Knowledge of various remote-control applications, TeamViewer, WebEx, join.me, etc.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Organized, able to prioritize, manage time effectively, and multitask.
• Knowledge of networking and wiring, PBX Telephone system, and MS Server end would be considered an asset
• Regularly available to be on-call

Educational Requirements

• 3rd level degree in information technology

Working Hours & Benefits

• The successful candidate will be expected to travel in support of this role. This could be up to 20% of his/her time.An attractive package commensurate to the role is on offer including;
  • Competitive salary & bonus
  • Pension
  • Healthcare
  • Holidays of 5 weeks per year