Technical Support Administrator
PURPOSE OF JOB
The role provides tier 1 & 2 support to business users in the Dublin office and our global client companies:
· Monitoring and support of the technology platform for local and global clients.
· Engaging with clients to troubleshoot issues, ensuring service levels are maintained.
· Supporting and identifying areas for continuous improvement on the technology platform
· Support the rollout of upgrades and changes to end users.
PRIMARY DUTIES & RESPONSIBILITIES
Client Service Support
· Provide technology & Citrix support, assisting with support queries raised by local and global clients.
· Manage tickets through a helpdesk ticketing system (JIRA).
· Proactively review, action, monitor and report on all ongoing service requests from clients to ensure successful resolution.
· Manage access to systems.
· Maintain the desktop environment.
· Manage the build and rollout of end user devices.
· Maintain and produce procedure and technical documentation.
· Assist with audits as required (Includes ISO27001, CIS and Internal Audits).
· Provide training material and facilitate training to the business and clients.
ADDITIONAL DUTIES & RESPONSIBILITIES
Projects
As the need arises, assist on project activities within the team including:
o Analyse, translate and document business requirements into product and system level requirements.
o Understand business users pain points and provide input and expertise to address these.
o Review and evaluate proposed solutions to meet business requirements.
o Test and sign off on the delivered solutions.
o Assist in the implementation of systems and applications and new processes for existing and new clients.
o Continually develop knowledge and training in systems administration, security & cloud computing.
EDUCATIONAL STANDARDS REQUIRED
Degree or equivalent experience in computer science, information systems, engineering or other related technical discipline.
SKILLS AND EXPERIENCE
Required Experience
2-3 years industry experience
o Understanding of basic networking concepts.
o Knowledge of Windows 11, Microsoft Office 365, CoPilot, Entra, Intune & Azure administration.
o Knowledge of Windows Server, Active Directory.
o Experience working in a customer focused service environment.
o Experience working with a helpdesk ticketing system.
The following items would be of benefit
o Experience working in a financial services environment.
o Experience of IT projects.
o Experience in Citrix administration.
o Knowledge of supporting an accounting or financial system.
o Knowledge of supporting an insurance/reinsurance system.
o JIRA administration experience.
o Knowledge of Cybersecurity principles.
o Knowledge of Patching Cycles and Vulnerability Management.
COMPETENCIES SOUGHT
Innovative and embraces continuous improvement
o Shows initiative in finding better ways to do tasks.
o Adaptable to manage multiple demands.
Decisive and Insightful
o Identifies key issues for improvement.
o Strong problem-solving skills.
Driven and achieves Quality Results
o Willingness to learn and develop.
o Develops achievable work plans, breaking down work into manageable parts.
o Prioritisation, works to achieve clear outcomes in all interactions.
o Committed to delivering quality results, on time.
Builds Collaborative Relationships
o Communicates in a confident, clear and succinct manner, verbally and in writing.
o Proactively seeks to listen to and understand the needs of others.
o Establishes and maintains respectful relationships with others.
Motivates and Leads Others by example
o Can work both independently and collaboratively to achieve individual, team and cross functional goals.
Provides Excellent Client Service
o Keeps exceptional service at the heart of everything we do.
o Fluent English (written and spoken).
SPECIAL CIRCUMSTANCES
Availability to support out of hours work over evenings and weekends. This is to support escalated critical issues, pre-planned maintenance windows and quarterly rotated support hours during the financial quarter end reporting period.