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Citco Group

Technical Support Engineer

Citco Group

  • Dublin
  • Negotiable
  • Permanent full-time
  • Updated 21/12/2017
  • Donal Holly
this job is expired
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Description

IT Desktop Support Analyst - Dublin

 

About Citco

Since the 1940s Citco has provided specialist financial services to alternative investment funds, investors, multinationals and private clients worldwide. With over 6,000 employees in 45 countries we pioneer innovative solutions that meet our clients’ evolving needs, and deliver exceptional service.

Our continuous investment in learning means our people are among the best in the industry. And our corporate social responsibility programs provide meaningful and fulfilling work in the community.

A career at Citco isn’t just a job – it’s an opportunity to excel in an environment that genuinely supports your personal and professional development.

About the Team & Role:

The role of IT Support Analyst is to provide IT infrastructure support for all employees at CITCO office and within the region. The IT Support Analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.

Main Job Functions/Responsibilities

    • Diagnose and resolve software and hardware incidents, requests and changes, including operating systems, telecoms and enterprise software applications.

    • Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

    • Accurately record, update and document incidents and requests in the Service Desk ticketing system.

    • To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner.

    • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

    • To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

    • Maintain IT Asset Management (ITAM) records up to date.

    • Provide support and management of physical access and general security of the premises whenever needed or required.

    • To complete daily/weekly/monthly IT Health Checks for Local Office.

    • Adhere to our SOP’s in performing responsibilities.

    • Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions.

    • Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.

    • Report to Business and IT Management on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact Business operations.

      Act as general on-site resource for all IT O&S teams supporting the site.

About You:

 

    • 2 - 4+ years of experience.

    • Bachelor's degree or technical qualification prevalent to the position.

    • Microsoft Certified Systems Administrator (MCSA) designation – required.

    • ITIL certification - Desirable.

    • Excellent communication skills

    • Ability to effectively diagnose and troubleshoot problems that may arise

    • Must be able to manage multiple assignments simultaneously and have strong organizational skills.

    • Proven ability to quickly learn new applications, processes, and procedures.

    • Experience of and ability to troubleshoot Microsoft Windows 7, 8, or higher.

    • Experience in using automated tools for image deployment.

    • Experience setting up and supporting networked Multifunction machines.

    • Functional knowledge of network operations.

    • Working knowledge of IT ticketing tools like CA SDM.

    • Basic Windows Server operation skills.

    • Working knowledge of Active Directory.

    • Basic Knowledge of IT audits and standards.

    • Scripting skills for automated deployments.

    • Knowledge of IT security principles.

    • Knowledge of and ability to use CRM tools such as Microsoft DCRM.

    • Scripting skills to generate reports from the ticketing system.

    • VDI Support(Virtual Desktop Infrastructure) or Thin Client Support

    • A+ Service Technician designation required.

  • What We Offer:

    • A challenging and rewarding role in an award-winning global business.

    • Opportunities for personal and professional career development.

    • Great working environment, competitive salary and benefits, and opportunities for educational support.

    • Be part of an industry leading global team, renowned for excellence.

Remuneration:

A highly competitive salary package will be awarded the successful candidate.

Confidentiality Assured.

Ref: 23245
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Citco Group

Citco Group

 

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