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

• 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.