IT Support Engineer

Role Summary:

An exciting opportunity has arisen for an experienced IT Support Engineer to join our team here at IBAT College Dublin.

This role is a key function for IBAT College who will support the ongoing development of the IT department and be the first point of contact for end-users for any IT related issues they may have. The Support Engineer will offer advice and support to resolve issues and assist with the support of the IT infrastructure with the college.

Key Activities and Responsibilities:

Responsibilities include, but are not limited to:

• Review and processing of all open helpdesk requests according to agreed support and escalation procedures
• Providing System’s Administration and helpdesk support to include software and hardware installations, maintenance, upgrades and troubleshooting.
• Perform initial incident troubleshooting and then either resolve the issue or escalate/transfer as appropriate to the relevant IT team (either in-house or 3rd party)
• Ensuring classroom equipment is fully operational to ensure delivery to students
• Ensuring staff, teachers and lecturers have desk-side IT support in timely manner
• Troubleshoot hardware faults including laptops, printers, photocopiers and projectors etc. including logging faults with 3rd party suppliers when necessary
• Responsible for business continuity for staff, students and lectures across all hardware and networks within the college
• Ensuring security is maintained across the organisation and in compliance with GDPR requirements
• Ensuring that backups are completed during each 24-hour cycle; researching and making continuous improvements, to include server replication and off-site backup.
• Monitor ongoing security threats to the organisations and implement pre-emptive counter measures, particularly threats from ransomware attacks, breaches to the IBAT network and security risks from remote working.
• Documentation - procedures and documentation for all technology systems are developed, up to date and maintained in an organised and coherent fashion
• Respond, troubleshoot and resolve critical issues in a disaster recovery situation
• Analyse, respond and solve issues/queries in a timely and efficient manner.
• Administering point to point un-contended Layer2 LAN extension between two sites

Qualifications / Experience / Key Attributes:

Skills, qualification and key attributes:

• Minimum of 2 years’ experience in a similar IT network role
• Recent IT certification or equivalent qualification ( A+, Network+, MCSE, MSCA, CCNA, CCNP, COMPTIA A+, Network+ etc)
• 3rd level IT qualification is desirable but not compulsory.
• Excellent understanding of PC hardware/software as well as Windows operating system
• Excellent understanding of Active Directory – creation and maintenance of accounts, assigning user rights and permissions
• Experience with Widows 2016 Server Managements including AD administration
• Working knowledge of DNS / DHCP
• Working knowledge of networking, including WAN topology, mixed LAN/WAN
• Understanding of centralised solutions, e.g. anti-virus
• Working knowledge of network firewalls, routers and switches
• Some experience in a similar student-facing role would be desirable but not essential
• Excellent attention to detail
• Excellent administrative and organisational skills
• A strong ability to meet strict and changing deadlines, working under pressure
• Excellent verbal and written communication skills
• Ability to work on their own and within a team
• Proficient in the use of Microsoft Office and Google Workspace apps

The post holder may be asked to undertake different or additional duties in line with business requirements at the request of their line manager.

There is an expectation that all employees will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.

There may be an occasional need to undertake business travel between other sites within Ireland, and across the UK.