It Support Specialist

IT Support Specialist

Location: Wexford
Contract Start Date: Middle/End of January 2025
Contract Duration: 24 months (Possibility of 2 extensions)
Work Hours: Monday to Friday, 08:30 to 17:30 (7.5 hours/day excluding breaks).
Hybrid Working: The resource must attend the site in Wexford as required.
Additional Requirements: Occasionally, services may be required outside regular office hours.

Role Overview:

One of Ireland’s largest and most successful ICT solutions and services providers is hiring an Application Administrator (Junior) for a government enterprise. With 40 years of technology innovation expertise, the company provides comprehensive ICT services and solutions, delivering impactful results.

In this role, you will join the ICT Service Desk team, providing critical 2nd line support and working closely with the Service Desk Manager to ensure ITIL 4-compliant services. This position requires a motivated individual with strong technical skills, excellent communication abilities, and a proactive approach to problem-solving.

Key Responsibilities:

• Deliver high-quality technical support, resolving incidents and service requests within agreed SLAs.
• Manage the lifecycle of tickets, escalating to 3rd line support teams when required.
• Maintain and update a knowledge database of known issues and their resolutions.
• Provide operational support across platforms including Microsoft Office 365, SharePoint 2016/Online, Active Directory, Windows 11, SQL Server, and Power BI.
• Collaborate with teams to improve the service desk functionality and implement ITIL methodologies.
• Document issues and resolutions using in-house Service Desk applications.
• Communicate effectively with stakeholders, including technical and non-technical audiences.
• Occasionally visit client sites to complete project or operational tasks.
• Manage incidents, service requests, and problem resolutions within the ITIL framework.
• Embed ITIL-aligned practices within the ICT Service Desk.
• Deliver timely updates and solutions to stakeholders.
• Enhance and maintain the ICT environment through proactive collaboration and support.
• Strong communication skills for technical and non-technical audiences, including senior management.
• Proven ability to work effectively as part of a team.

Mandatory Requirements:

• Experience: Minimum of two years of professional experience in a specialized IT field.
• Qualifications:
• NFQ Level 7 degree (or equivalent) in Computer Science, Business Information Systems, Engineering, or IT.
• ITIL 4 or ITIL 3 Certification.
• English Proficiency: Fluent English speaker. For non-native speakers, evidence of C2 Mastery or equivalent is required (to be verified during evaluation if certification is unavailable).
• Customer service experience using ITIL-compliant Service Desk tools.
• Knowledge of problem resolution and updating knowledge databases.
• Expertise in:
• Microsoft Office 365, SharePoint, Active Directory, Windows 11, SQL Server, Power BI, MS Teams, Microsoft Dynamics 365, and ITIL Service Management.

Job Type: Full-time

Pay: €30,000.00-€35,000.00 per year

Benefits:

• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Wexford, CO. Wexford: reliably commute or plan to relocate before starting work (preferred)

Education:

• Bachelor's (preferred)

Experience:

• IT Support Specialist: 3 years (preferred)

Work authorisation:

• Ireland (required)

Work Location: In person

Reference ID: Application Wexford
Expected start date: 06/01/2025