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Houghton Mifflin Harcourt

IT Support Engineer- entry level

Houghton Mifflin Harcourt

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 28/12/2012
  • Christine.Tannam
this job is expired
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HMH Publishing - new opening for an IT Support Engineer- entry level/ Grad opportunity



Please apply to : careers.dublin@


We have a new opening for an IT Support Engineer to join our IT department. This position maintains a high level of customer satisfaction by providing hands-on and remote resolution to internal customer support issues, as well as maintaining core infrastructure to maintain daily business operations.    

The supported infrastructure is a combination of desktops servers and applications hosted internally within HMH.  The resolution of customer issues is expected to be delivered in a timely manner, adhering to all SLA guidelines.  All interactions and communications with customers are expected to be conducted with a high level of professionalism, a customer-centric attitude and a sensitivity to the business impact related to the customer’s issues.  The successful candidate will need to demonstrate an ability to multi-task in a fast-paced, business-critical support environment.


Areas of Responsibility


  • Support assigned business initiatives and projects as requested and in accordance with established timeframes
  • Perform research to enhance the collective knowledgebase of the team and to resolve specific issues
  • Proactively identify issues and corresponding resolutions
  • Function as a point of contact for the team and internal clients, providing technical support as required
  • Participate in the on-call support rotation as scheduled by the manager
  • Maintain technical currency/skillset and increase expertise in new and emerging technologies, system administration techniques and tools – implement as appropriate to promote a continuous improvement environment
  • Coordinate, collaborate and communicate with 3rd party vendors, BPO partners and contractors as appropriate to perform core job responsibilities           



  • Provide first-level support in the areas of Windows system administration, Mac OS, FTP (File Transfer Protocol), DNS (Domain Name System) and DHCP (Dynamic Host Configuration Protocol) administration, Cisco telecommunication, Blackberry Enterprise server, iOS, Android, Windows mobile
  • Basic AD and Exchange administration.
  • Record, document and monitor all support activities in the current ticketing management system as prescribed and/or directed by the manager; insure accurate resolution within established SLA’s



  • Create, administer and maintain the enterprise-wide data architecture for HMH, including development of business process models and data and data management standards and policies
  • Perform database design, translating requirements and specifications to maintain data standards
  • Perform database maintenance, insuring the integrity, security and recoverability of corporate data
  • Maintain data architecture documentation to insure consistent schemas across applications



  • Perform daily SAP administration activities, including role & account maintenance, system and transaction monitoring, and overall support
  • Produce audit reports, and work closely with auditors to close identified audit gaps
  • Design / redesign / implement roles, reports and transaction as directed by the manager in support of the busines
  • Maintain SAP security documentation

Skills and Experience Required

Degree in computer related field, or equivalent work experience, in lieu of degree.

  • working knowledge of Windows Server and Desktop systems, Active Directory, messaging systems Exchange and Lync
  • some experience in SCCM administration, client deployment, software push installation
  • experience with desktop imaging preferably with MDT
  • experience with Mac OS
  • knowledge of Mobile device iOS, Windows Mobile, Android, Blackberry OS with Blackberry Enterprise Server
  • CISCO IP telephony system
  • support experience for production business and infrastructure applications
  • experience in deployment of server hardware
  • working knowledge of virtualization, zones and containers
  • experience in managing large scale storage arrays
  • working knowledge of Unix commands and Unix scripting, SAN/NAS, web servers, 3rd party middleware packages, DNS, BIND, DHCP, LDAP, network and firewall configuration
  • working knowledge of backup system, Symantec Backup Exec, Veritas NetBackup and Legato
  • experience with Linux is a plus
  • Strong working knowledge of data repository, data and database standards and rapid prototyping technique


Ref: ITSupport
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Houghton Mifflin Harcourt

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