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Collins McNicholas

Role Responsibilities:

  • Leading a team of onsite support engineers
  • Responsible for answering the service desk phone and classifying and assigning new tickets.
  • Provide phone, desk-side and remote support to users, including resolving hardware and software
  • Adhering to KPI’s and SLA’s.
  • Set up, configure and install new PC’s and associated equipment in accordance with company
  • Provide 1st/2nd line support for desktop, server and network infrastructure equipment.
  • Provide a high level of internal and external customer care.
  • To partake in any developmental training as required in compliance with the company standard.
  • Responsible for promoting a professional image of the company and for complying with the company’s Equal Opportunities and Harassment Policies at all times, including work related events which take place outside normal working hours.
  • Comply with all relevant Health, Safety and Security Regulations.
  • Read and comply with company rules, procedures, agreements and any notices displayed by the company throughout your location.
  • Participate in covering the service desk from 0800hrs to 1800hrs as part of a shift rota.
  • You may be requested to work out of hours and no compensating leave.
  • Occasional weekend work for projects.
  • You may be requested to participate in an on-call/standby service outside office hours.
  • Prepare technical proposals for improvement together with line manager.
  • Creation of working documentation in the form of SOP’s and FAQ’s.


Role Requirements:

  • ITIL certified, Microsoft certification
  • MCP (Microsoft Certified Professional) accreditation
  • MCDST (Microsoft Certified Desktop Support Technician)
  • ITIL Foundation Certification
  • In depth knowledge and experience of supporting Microsoft Windows XP, Windows 7 and Windows 10 Pro.
  • Strong hardware support skills, including maintenance of PC’s, printers and other associated equipment
  • Experience of basic Windows Server 2003/2008/2012/2016 administration, including AD user creation, password administration etc.
  • Microsoft Exchange/Outlook client.
  • Strong Microsoft Office support skills.
  • Strong communication skills.
  • Able to work alone and also as part of a team.
  • Ability to plan, prioritise and organise own work.
  • Minimum of 1 years’ experience in a similar support role.
  • Adhering to SLA’s and meeting KPI’s
  • A+, Server+ or similar accreditation.


For a confidential discussion and more information on the role, please contact Aideen on 021 4911061 or email

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