Tier 1 and Tier 2 Technical SupportKey Responsibilities:- Maintain the company's computer systems, software implementation, and security- Optimizing and maintaining all network components (network gear, servers, desktops, printers, scanners, audio/visual systems etc)- Respond to helpdesk requests and troubleshoot software and hardware issues- Install and configure IT systems, including desktop and servers- Administer full life-cycle of user accounts and group policies to include provisioning and de-provisioning of all network, mail, phone and other application accounts- Administer anti-virus and patch management systems- Support and maintain the phone system- Maintain desktop and server builds and standard operating proceduresKnowledge- Cisco - Call Manager (CUCM)- Cisco - Unity Connection- Cisco - Unified CCX Administration- Cisco - WebEx- Office 365 - SharePoint, Exchange online- Windows 7, 8.1, 10- Office 2016- Ticketing Systems - Spiceworks, Dell KACE K1000 and Samanage

Responsibilities - Key responsibilities of the role include taking IT support calls by phone and email, logging all calls onto the dedicated Service Desk database, LanDesk- Process service requests in a prompt and efficient manner.- Escalate calls to the appropriate team or service partners when necessary, ensuring good transfer of ownership.- Liaise with the Technical Support Manager and Client ensuring they are kept updated with key information.- Manage tasks ensuring that service level agreements and key performance indicators are met.- Monitor and ensure outstanding calls are dealt with within the set timescales.- Maintain the statistics and ensure the Service Desk database is up-to-date.- Assist with operational and client reporting information.- Assist in User Administration and Security.- Carry out any other IT admin related duties as issued by the Technical Support Manager.Knowledge - Active Directory- Microsoft Exchange- MS Office 07, 2010- Support for mail enabled devices: Blackberry, iPhone, iPad, Tablets, Windows Phone- User Administration- Checkpoint Endpoint Security- Hardware Support

Providing 1st line support for a multi-office organisationComputer install, configuration, software install and updatesScanner and Printer maintanenceHDD rebuilds using ghosting and PXE bootingDaily backups using CommvaultPhone and Network Patching

Performing installations and set ups for customersCabling and system configurationsInteracting with customers on call outs to resolve network problemsPerforming customer surveys and handling customer calls

6 months FAS Work Placement Programme (WPP1)Assisting in the implementation of new library websiteWorking with the CavanWeb content management systemCompleted Digitisation, graphic design & publishing tasksAssisting I.T. Department in tasks including installs, maintenance and network issues Dealing with customer and staff computer issuesPC and Laptop hardware repair, hard drives, battery etc