IT Support Analyst, Dublin, Ireland

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Organisational Environment:
 

Mercury is the European leader in construction solutions. 
We build and manage complex engineering & construction projects for the world’s leading corporations. Our solutions help deliver technologies and life changing advancements that connect people, communities and businesses, giving them the power to achieve incredible things. Our people have the courage to be innovative. Their determination and sharp focus enable us to deliver with certainty, time and time again. 

We deliver our clients’ visions through leading edge construction solutions across multiple sectors, including: Enterprise Data Centres, Advanced Technology & Life Sciences, Hyperscale Data Centres, Fire Protection, and Technical Support Services (TSS). 

At Mercury, it is our duty to encourage and back our people to realise their vision of themselves. We place them at the heart of what we do, providing challenging opportunities to develop within a great team in a supportive environment that allows them to reach their full potential.

 

Scope of the Role:

Provide front line & field IT support. Co-ordinate and manage site office setups and changes.

Act as primary escalation point for First Line Support

 

Key Responsibilities of the Role:

  • Managing support calls from end users via different channels: helpdesk system, email, voicemail, telephone or in person
  • Resolution of support calls in accordance with established Service Level Agreements – be that by the first line support person or by forwarding the ticket to other relevant personnel e.g. System admin or third-party support resource
  • Logging all support calls and follow up with caller to confirm problem resolution
  • Performing a range of systems administrative tasks under supervision of System Admin
  • Installing new computers and network equipment in site offices, including overseas locations (UK, Mainland Europe)
  • Providing occasional on-site level 1 support

 

Essential Criteria for the Role:

Technical skills
 

  • Good knowledge of Microsoft desktop operating systems with main focus on Windows 10 Enterprise.
  • Experience with supporting standard office applications (Microsoft Office,  AutoCAD, Adobe Acrobat, MS Teams, SAP)
  • Good knowledge of Mobile Operating Systems (iOS, Android) and MDM platforms (Intune, Airwatch, MobileIron)
  • Familiarity with  Microsoft Server / Active Directory environment (end users/groups management)
  • Experience with managing end users in Office365.
  • Knowledge of sharing files and printers in Microsoft Windows network
  • Familiarity with TCP/IP network
  • Previous experience with appliance based site to site VPN links (Fortigate, Cisco, CheckPoint)
  • Previous experience with administration of multi-site Active Directory environment
  • Previous experience with using and troubleshooting Citrix applications.
  • Basic knowledge of Cisco switches (concept of vlans, subnets, trunks)
  • Familiarity with remote support / access tools (LogMeIn, RDP)
  • Basic experience with PC hardware (replacing hard drive, graphic card)

 

Personal skills
 

  • Problem solving – to take structured approach to problems
  • Ability to manage and prioritize own tasks
  • Proven interpersonal skills
  • Ability to solve end users' problem within Microsoft operating system environment
  • Willing to constantly improve qualifications
  • Full Driving Licence

 

Desirable Criteria:

  • Certification (desired)
  • Windows 7 or 10
  • CompTIA A+, Network+, Security+
  • Windows Server Active Directory (2012R2 or newer)

 

Mercury is an equal opportunities employer.

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