Job Title: Information Technology Field Technician (Backfill/Secondary Support)
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
Location: Dublin, Ireland
Type: Onsite Dispatch Support
Overview:
We are seeking an experienced Field IT Support Technician (Secondary/Backfill Support) to provide comprehensive onsite dispatch support, encompassing desktop/end-user support, smart hands and feet services, and data center support. This role requires a proactive and client-focused professional to ensure smooth IT operations, uphold user satisfaction, and manage technical activities efficiently.
Key Responsibilities:
1. Workplace Services – Dispatch Support Services • Provide end-user support through onsite resolution for incidents, problems, changes, and queries. • Support hard IMACDs (Install, Move, Add, Change, Dispose) and maintain stock for break-fix activities across all service towers. • Manage remote sites and home workers, ensuring next-business-day incident resolution. • Assist in supporting end-user devices, including BYOD, with basic troubleshooting and redirection to appropriate support channels. • Coordinate activities such as: • Dispatching onsite support specialists for unresolved issues. • Scheduling onsite visits for incidents and IMACD requests. • Supporting VIP services for special events or high-priority requests. • Managing warranty claims with third-party suppliers. • Handling stock and ensuring compliance with local environmental regulations for packaging disposal. • Update ITSM tools and CMDB for accurate tracking of incidents, configuration items, and ticket lifecycle management.
2. Workplace Services – Smart Hands Support • Execute operational and maintenance tasks to ensure smooth functioning of IT services. • Report on equipment status, including lights, cables, and general conditions. • Perform tasks such as: • Power cycling of equipment and resetting circuit breakers. • Assisting with IP telephony and video conferencing systems (e.g., endpoint configuration and basic troubleshooting). • Patching between structured cabling and network equipment. • Managing removable media for transportation and storage. • Providing root cause analysis and support for incident resolution.
3. Workplace Services – Onsite Stock Management • Manage inventory of spare parts and peripherals to ensure adequate stock levels. • Work with logistics services for the secure handling of inbound and outbound stock. • Oversee the secure disposal of assets in compliance with organizational protocols. • Maintain a secure storage room for stock equipment, ensuring controlled access. • Investigate and resolve issues related to failed deliveries and rebooking.
Qualifications and Skills: • Proven experience in IT field support or similar roles. • Proficiency in desktop/end-user support and data center operations. • Strong understanding of ITSM tools, CMDB, and lifecycle ticket management. • Familiarity with hardware break-fix, IMACD tasks, and stock inventory management. • Excellent troubleshooting skills for a wide range of IT devices and systems, including BYOD and telephony systems. • Effective communication and customer service skills, with a focus on VIP support and technical coordination.
Working Conditions: • Onsite dispatch at end-user locations and data centers. • May require travel to remote sites and coordination with third-party vendors. • Support for high-priority events and VIP services as needed.