IT Support Specialist

Role summary:

This role is vital to operational support, planning infrastructure changes with our central teams, creating, and maintaining documentation of all infrastructure and disaster recovery procedures, developing business process improvements for our support organisation. The role is broad in scope and encompasses all areas of IT.

 
Alongside the standard operational topics. Some of the current projects within the scope of the job are aimed at improving and developing our AV standards, meeting room documentation. Developing IT supports using IoT and emerging tech, develop our IT Support Robot. Using the O365 Power suite applications and automation for critical business processes.

This role offers a fantastic opportunity to join a unique team that is committed to diversity, equity and inclusion whilst developing skills in project management, operational management, and other areas of IT.

What you will be doing:

You will be responsible for assisting the team with the administration of the IT operations through process automation and O365 suites of applications. Additionally project management, infrastructure support and administration. The main area of focus will be Event support and Management of Meeting Room Technologies locally through process automation, tool development and testing, training, and documentation in relation to AV and Unified Communications.

You will be responsible for taking on relevant projects and driving them to successful completion.
Process improvement and innovation are key requirements of the role that should be exercised at all opportunities.

·       Power App, power automate, Microsoft Places and O365 development.

·       Build reporting, documentation and applications to enhance processes and transfer of knowledge to team and the business.

·       Supporting DEV lifecycles through agile methodologies.

·       Knowledge transfer to team members and the business.

·       Produce comprehensive documentation for deployed systems and changes.

·       Collaborate with 3^rd level technical teams to ensure project completion.

·       Build action plans to improve experience, processes, and product innovation.

·       Drive improvements within 2^nd Level IT Support utilising new technologies, automation, agile methodologies and analytics to improve overall end-user experience. 

·       Foster collaborative relationships with other functions across client and 3^rd party vendors.

·       Monitor effectiveness of vendors, support procedures & escalate issues

·       Provide a stable IT environment to the local business to ensure the business. continuity of the IT services. and acts as an IT contact for all local topics. 

Additional Roles in Local IT:

·       Disaster recovery, planning and testing.

·       Plans, designs, documents, orders, implements, and leads installation projects (Working with external vendors).

What you’ll need:

·       Strong competence with various job-relevant tools & processes.

·       Proven ability to work independently and collaboratively to lead and drive successful implementation/ adoption of IT services.

·       Strong project management skills and understating of agile methodologies.

·       Technical leadership experience including excellent customer focus

·       Communicates clearly, in a way that others can understand within defined processes & policies.

·       Strong computing skills, orientated towards - Windows, MacOS, iOS, Android, SharePoint and the Office 365 power suite.

·       General IT knowledge on different technical areas with a high degree of technical aptitude and troubleshooting skills.

Meet the team

The local IT team develops and provides products and services to optimize/automate IT infrastructure services, improves work efficiency and liaises with 3rd level Support.

The team provides technical assistance and knowledge to our managed service of 2nd level staff,
revises and updates existing programs and submit required documentation.
Handles cross-infrastructure topics to perform all tasks related to infrastructure integration.
Overall monitoring, operating, and supporting of all IT systems in Ireland.