Level 1 Service Desk Engineer - I.T. Alliance Resourcing Services

Role: Level 1 Service Desk Engineer, 12 hrs shift pattern (08:00 to 20:00 hrs / 20:00 to 08:00 hrs).

Occasional day shift: 5 days, 8 hours per day.

Contract: permanent, full-time

Location: Dublin 4

Salary: negotiable, dependent on experience. Flexibility with shifts is required.

This role involves responsibilities:

Acknowledge and respond to event notification
Work within predefined SLA for event resolution.
The 24×7 Service Desk will proactively respond and resolve to as many events as possible
The 24×7 Service Desk will escalate events as required to level 3 team members to resolve events as required. The level 3 team members are based off site.
Log all events in the incident record system
Log a ticket in the service management tool; and
Triage the incident, recording key information in the service management tool.
The 24×7 Service Desk will escalate to additional support (for example On-Call) as required.
Update Incident management log for future recurrence
Access management – password resets, provision of one-time passwords, etc.
Patch management – Including testing, CAB approval, scheduling, user communication, implementation and post patching checks.
Routine checks, tasks and Preventative Maintenance (Health checks, audits, backup management, systems management)
Ensure compliance with all IT Alliance and client policies and procedures – e.g. security policy etc.

Requirements:

1 to 2 years’ experience supporting and administering enterprise monitoring tools and solutions in a critical service environment
3 to 5 years’ experience supporting and administering in a range of the following
Windows operating system (Desktop and Server)
SCCM – System Center Configuration Manager
VMWare
Linux operating system
Backup Solutions
Database – Oracle & SQL Server