Job Summary:

• Respond to tickets raised in the ITSM system within an acceptable time
• Record all calls and emails in ITSM call logging software
• Resolve tickets as per standards ensuring thorough troubleshooting is performed and all activities included in the ticket prior to escalation to other support team
• Support the configuration of existing Business Applications on the SOE
• Research and provide information on technology issues to the team
• Monitor application performance and investigate failures and exceptions within the Standard Operating Environment (SOE)
• Follow and adhere to NRMA standards, policies and procedures
• Create and update knowledge base, FAQ and procedure related to systems, services or applications
• Sharing of technical information within the team and other support teams
• Exchange equipment as a part of an agreed refresh program.
• Install desktops, laptops and peripherals for delivery of standard services. 
• Relocation of user PC (including associated peripheral devices) to new position.
• Move Software from one device to another for the same user.

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• ITSM Proficiency (Hard Skills)
• Application Configuration (Hard Skills)
• Research Analysis (Hard Skills)
• Documentation Management (Hard Skills)
• Effective Communication (Soft Skills)
• Hardware Installation (Hard Skills)
• Policy Compliance (Hard Skills)

Job Summary:

• Build application packages deployable within an SCCM environment which may include but are not limited to servers, workstations, laptops and tablets.
• Build system images and Windows in-place upgrades for Windows 10 systems.
• Monitor desktop hardware and their operating systems, via Nexthink.
• Responsible for process and procedures for application packaging and documentation.
• Develop software installation scripts for internal applications.
• Assist applications owners in advanced level software installation package distribution troubleshooting.
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Create standard operating procedures for all solutions implemented.
• Creating and run various reports in SCCM and provide to Leadership.
• Develop pull back process to removing old or unlicensed software.
• Assisting Security team with patch and vulnerability management.
• Clearly communicates and sets expectations for all workflow tasks.
• Actively work with multiple IT groups for implementations.
• Provides weekly statuses & estimates of all priority and non-priority projects along with recommended scope or schedule changes based on capacity and unforeseen challenges.

Skills on Resume:

• Application Packaging (Hard Skills)
• System Imaging (Hard Skills)
• Hardware Monitoring (Hard Skills)
• Documentation Management (Hard Skills)
• Software Scripting (Hard Skills)
• Communication Skills (Soft Skills)
• Reporting Skills (Hard Skills)
• Vulnerability Management (Hard Skills)

Job Summary:

• Communicate known problems/fixes to team members, submitting knowledge solutions and documenting procedures and best practices
• Responsible for researching and solving IT endpoint hardware problems/issues
• Responsible for the creation of the Corporate Desktop/Laptop Image to be used across the different makes/models in the environment
• Responsible for the Corporate Operating System upgrade cycle, including the development of IT process and procedures behind keeping machines current
• Support of Company iPhone and Android handheld devices
• Training of Service Desk personnel in Technical and Customer Service aptitude
• Testing and verification of software and hardware patching within pilot groups as determined
• Ensure any old equipment is disposed of complying with the WEEE directive.
• Copy data from the existing device internal storage onto the internal storage of the replacement device and re-install appropriate applications for each device that replaces an existing device.
• Maintain contracts / agreements with a 3rd party for equipment exchange.
• Execute RMA (return material authorisation) and manage logistics / inventory.

Skills on Resume:

• Knowledge Management (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Image Creation (Hard Skills)
• OS Upgrade Management (Hard Skills)
• Mobile Device Support (Hard Skills)
• Training Skills (Soft Skills)
• Testing and Verification (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Use a ticketing system to organize and distribute incoming Client's support requests
• Troubleshoot hardware and software issues on the computer
• Research and identify solutions to hardware and software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Track computer issues through resolutions
• Follow up with Client to ensure their IT systems are fully functional after troubleshooting
• Supporting all ITIL processes, in particular Problem and Incident Management. 
• Supporting desktop environment including software and hardware remotely. 
• Building and rebuilding of PCs and laptops including installation of specialist software. 
• Creating, maintaining and supporting processes, documentation and knowledgebase entries. 
• Articulating technical information to the targeted audience 
• Being the first point of contact for technology support, be assessing and assigning support requests through ticket system 
• Diagnosing and resolving advanced technical issues in a timely and accurate manner 
• Creating/updating support guides 
• Deploying hardware and provisioning software through automated deployment tools 
• Monitoring local systems and services to ensure any outages are quickly resolved 

Skills on Resume:

• Ticketing System Management (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Solution Research (Hard Skills)
• Technical Diagnosis (Hard Skills)
• ITIL Support (Hard Skills)
• Documentation Creation (Hard Skills)
• Technical Communication (Soft Skills)
• Automated Deployment (Hard Skills)

Job Summary:

• Daily End-user support for Microsoft Windows 10 and MacOS
• Configure and troubleshoot mobile data collection devices (handheld scanners and printers)
• Manage, provision and maintain iPads
• Support end-user mobile devices (iOS and Android) including setting up E-mail Accounts and configuring business applications.
• Install VPN client and train end-users 
• Provide technical support to remote personnel
• Maintain the accuracy of IT inventory
• Manage desktop support ticket queue and respond to tickets in a timely manner
• Install, upgrade, repair and replace workstations, laptops and VOIP phones
• Addressing user tickets regarding hardware, software and networking
• Develop and document standardized user procedures and processes

Skills on Resume:

• End-User Support (Hard Skills)
• Mobile Device Configuration (Hard Skills)
• iPad Management (Hard Skills)
• VPN Installation (Hard Skills)
• Remote Support (Hard Skills)
• IT Inventory Management (Hard Skills)
• Ticket Queue Management (Hard Skills)
• Procedure Documentation (Hard Skills)

Job Summary:

• Provide 1st/2nd line technical support covering all areas of IT (Software / Hardware) deployed to the desktop
• Provide support and troubleshooting of the phone system (Asterisk)
• Proactively respond to all logged tickets via the service desk application (Fresh Service)
• Install and support Google ChromeBooks as well as Windows OS laptops and desktops.
• Provide excellent customer service
• Manage desk moves and changes, including the starter/leaver process
• Proactively monitor IT systems and preventative measures taken to reduce system downtime - DarkTrace, Google Chrome Dashboard
• Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.
• Produce “how-to” guides on systems usage to aid customers and other technical support staff
• Work closely with the other parts of the Solutions team, in particular, the core networking and security team.

Skills on Resume:

• Technical Support (Hard Skills)
• Phone System Troubleshooting (Hard Skills)
• Ticket Management (Hard Skills)
• Device Installation (Hard Skills)
• Customer Service (Soft Skills)
• IT Systems Monitoring (Hard Skills)
• IT Security Compliance (Hard Skills)
• Documentation Creation (Hard Skills)

Job Summary:

• Build rapport and elicit problem details from desktop clients.
• Undertake maintenance and management tasks as per customer contracted scopes of work.
• Liaise with external vendors where required to ensure timely resolution of hardware / software issues.
• Provide technical support to resolve calls from a remote location when required, either by telephone, web logging, and email.
• Develop and maintain a professional relationship with clients, management and customers.
• Maintain current levels of documentation as per contractual obligations.
• Participate in ongoing continuous improvement activities.
• Efficiently work through the Incident Management System to allocate, receive and complete work.
• Utilise and comply with all relevant ITIL processes (including but not limited to Incident, Problem, Change, Capacity, Availability, Asset and Configuration Management).
• Utilise and comply with all relevant ASG methodologies, standards, processes and procedures (including but not limited to the Business Management System (BMS) and Service Management Methodology (SMM).
• Escalate problem (when required) to the appropriately experienced technician.

Skills on Resume:

• Client Relationship Building (Soft Skills)
• Maintenance Management (Hard Skills)
• Vendor Liaison (Hard Skills)
• Remote Technical Support (Hard Skills)
• Documentation Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Incident Management (Hard Skills)
• ITIL Compliance (Hard Skills)

Job Summary:

• Install selected software and hardware products for new employees for remote work.
• Assisting employees with peripherals.
• Administering user login credentials, managing passwords and maintaining accounts.
• Maintain provider credentials.
• Provide technical assistance and advice to users
• Use the JIRA ticketing system to manage and close out support tickets as they come in.
• Resolve “how-do-I” questions regarding the applications
• Creating support documentation to enhance user experiences
• Provide first level support to users including phone, and web based support. 
• Assists IT staff with the delivery, installation, configuration and ongoing usability of desktop and laptop computers, peripheral equipment and software
• Maintains employees’ access to associated computer systems and/or phone/voicemail systems
• Assists employees with Smartphones, Laptops and Tablets

Skills on Resume:

• Software Installation (Hard Skills)
• Peripheral Support (Hard Skills)
• User Account Management (Hard Skills)
• Technical Assistance (Hard Skills)
• Ticketing System Management (Hard Skills)
• Documentation Creation (Hard Skills)
• First-Level Support (Hard Skills)
• Device Configuration (Hard Skills)

Job Summary:

• Provide both in-person and phone/remote support to all SEO staff as needed, including part-time instructors using Zoom, Brightspace, or other virtual instruction tools
• Take ownership of support issues as they arise, and document the solution in tickets and/or new knowledge articles 
• Maintain excellent customer service, including metrics around fast initial response and high first-touch resolution
• Build out a new IT knowledge base with articles on using core tools and completing standard user operations 
• Work with the Director of IT Operations to make recommendations for standardizing, upgrading, or re-defining the core suite of technical tools at SEO
• Provide all levels of support for end user connectivity and software issues
• Support ticket monitoring while meeting SLA's
• Troubleshooting and 3rd party coordination for support of IP Video Conferencing systems and VOIP phones
• Contributing towards meeting contractual Service Level Agreements
• Incident response, triage, and resolution
• Perform troubleshooting on identified issues in a timely fashion with a focus on providing the best resolution
• Demonstrate proactive ownership of identified issues, and project tasks with a focus on effective communication for suggested resolution efforts.
• Contributing to reporting activities
• Provide training and guidance to the Desktop Support Technicians

Skills on Resume:

• Remote Support (Hard Skills)
• Issue Documentation (Hard Skills)
• Customer Service (Soft Skills)
• Knowledge Base (Hard Skills)
• Tool Standardization (Hard Skills)
• Ticket Monitoring (Hard Skills)
• Troubleshooting (Hard Skills)
• Training Support (Soft Skills)

Job Summary:

• Work with Infrastructure team on backups and restore
• Work with NOC on proper monitoring of availability and health of the system hosting the tool
• Create Advertisement/Collections/Packages/Applications
• Downloading and deploying Software Updates
• Operating System Deployment
• Prepare and present reports for inventory, software versioning, etc.
• Manage MAC systems based on SCCM available features
• Maintain SCCM Architecture and design documentation
• Manage configuration & troubleshooting
• Work with vendors for Hardware on-site warranty support
• Work with vendors for on-site support
• Supporting End-User enterprise services

Skills on Resume:

• Backup Management (Hard Skills)
• System Monitoring (Hard Skills)
• Software Deployment (Hard Skills)
• OS Deployment (Hard Skills)
• Reporting (Hard Skills)
• MAC Management (Hard Skills)
• SCCM Documentation (Hard Skills)
• Vendor Coordination (Hard Skills)

Job Summary:

• Provide technical support on all aspects of hardware and peripherals, production applications
• Provide network maintenance and administration tasks as directed, ensuring all necessary control documentation
• Keeping up to date with the latest market changes and offerings.
• Transfer/share knowledge with colleagues to effectively develop the IT group.
• Take ownership of calls and inquiries logged with Desktop Support and update the clients/users on a regular basis.
• Train users where appropriate to improve their skills base and improve their utilization of the technology available to them.
• Involve on-the-job coaching as well as the delivery of more structured training and educational processes.
• Manage user expectations by maintaining effective communication at all times.
• Record activity in the call logging system.
• All written communication must be well structured, accurate and easy to understand.
• Place and monitor support calls directed to third-party contractors, maintaining accurate records in this regard, escalating the calls appropriately.
• Maintain regular communication with users ensuring calls are progressed efficiently.
• Maintain regular communication with the Client IT functions, ensuring issues are escalated when necessary and that work within the standards they set.
• Participate in the delivery of IS projects

Skills on Resume:

• Technical Support (Hard Skills)
• Network Administration (Hard Skills)
• Market Awareness (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Client Communication (Soft Skills)
• User Training (Soft Skills)
• Call Logging (Hard Skills)
• Project Participation (Hard Skills)

Job Summary:

• Investigates user problems and identifies their sources, determines possible solutions, tests and implements solutions.
• Troubleshoots connectivity issues (ISP, office Wifi/network, hotspot/wireless services, network cabling, etc)
• Helping users troubleshoot hardware, networking, or software issues
• Upgrading hardware and software
• Support for end-users (around 400 workstations)
• Help with communication problems (VPN, WIFI, LAN, Voice)
• Proactively ensure the highest availability of systems and infrastructure
• Collaboration in the server environment, VMware, storage
• Support in the network area and participation in projects
• Contact with external providers and other internal IT departments
• Provides 1st level of support and problem resolution for specific products.
• Provides onsite support IT Services within a number of schools within Mayo, Sligo and Leitrim areas
• Assists clients with implementing new products, new releases and software upgrades
• Responds to inquiries and requests from clients.
• Diagnoses troubleshoot and resolve common technical problems.

Skills on Resume:

• User Investigation (Hard Skills)
• Connectivity Troubleshooting (Hard Skills)
• Hardware Support (Hard Skills)
• System Upgrades (Hard Skills)
• End-User Support (Hard Skills)
• Infrastructure Availability (Hard Skills)
• VMware Support (Hard Skills)
• Technical Diagnosis (Hard Skills)

Job Summary:

• Design and implementation of modern endpoint / desktop / laptop computing environments utilising modern deployment and management techniques
• Provide and share knowledge and expertise within the Desktop Services Team as well as the wider Technology Team.
• Building, configuration and deployment of the Desktop Infrastructure Software & Hardware Devices.
• Identify training gaps within the team and ensure these are mitigated through hands on training, Instructor led training and /or self-study material.
• Understand the needs of Openwork and Advisers while suggesting improvements.
• Working with wider Technology teams in a professional & approachable manner.
• Overseeing quarterly and yearly Hardware and Software are delivered with high success rate.
• Managing relevant 3rd Party & supplier relationships.
• Manage own and team members Ticket Queues
• Work in Active Directory and learn the right way to manage Group Policy
• Help Administer a sizable VMware environment
• Assist with implementing new technology, upgrades and migrations.
• Cooperate and communicate with a cohesive, highly capable team

Skills on Resume:

• Endpoint Design (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Desktop Deployment (Hard Skills)
• Training Development (Soft Skills)
• User Needs Assessment (Soft Skills)
• Supplier Management (Hard Skills)
• Ticket Management (Hard Skills)
• VMware Administration (Hard Skills)