Responsibilities
- Serve as the main escalation contact for advanced desktop, hardware, and software problems in Cork.
- Conduct in-depth troubleshooting and determine root causes of recurring technical incidents.
- Establish and uphold technical standards, protocols, and recommended practices for end-user support operations.
- Administer endpoint management tools, including the Microsoft Intune platform.
- Ensure devices meet security patching, hardening, and compliance requirements.
- Assess and propose enhancements to hardware, software, and support tooling.
- Deliver high-level user support and assistance to VIPs and users essential to business operations.
- Explain technical issues and solutions clearly to non-technical audiences.
- Partner with business teams to understand needs and enhance the end-user experience.
- Develop and maintain technical documentation, standard operating procedures, and knowledge base entries.
- Maintain accurate records of assets and incidents using Ivanti ISM.
- Document root cause findings and corrective improvement measures.
- Coordinate with Infrastructure, Security, Networking, and Applications teams to resolve cross-platform issues.
- Engage in technology planning and service enhancement projects.
- Identify potential for automation, standardisation, and cost reduction in support processes.
Work Arrangement
Remote — Cork
