Key Responsibilities
Serve as the first point of contact for medium-high-level end-user IT support via phone, email, and ticketing systems.
Troubleshoot and resolve complex technical issues, including performance tuning and advanced system optimisation.
Provide advanced support for Windows 10/11, Mac OS X, Microsoft 365, enterprise applications, utilities, and server OS environments.
Perform hardware diagnostics and repair, including desktops, laptops, mobile devices, printers, peripherals, and server hardware.
Conduct endpoint LAN/WAN troubleshooting and provide smart hands support in collaboration with the networking team.
Manage user accounts, including advanced permissions, access control, provisioning, and group management (Active Directory, Exchange, Azure AD).
Utilize remote support tools such as SCCM, Patch My PC, Altiris SMA, Intune, and Beyond Trust (Bomgar) for efficient issue resolution.
Monitor systems, analyse alerts, and escalate appropriately; perform advanced analysis of system alerts.
Document incidents, resolutions, and detailed troubleshooting records; contribute to and steward the IT knowledge base.
Create and maintain training documentation; provide expert user support and training on systems and applications.
Support Mac & Windows device deployment and management, including enrolment, configuration, and lifecycle maintenance.
Ensure Mac & Windows security compliance in line with corporate policies and industry best practices.
Ensure compliance with internal policies and security standards, including Mac security and Apple Business Essentials administration.
Follow and contribute to ITSM and HAM process improvements.
Collaborate cross-functionally with the Global EUC Team, Infrastructure Engineering, Application Support Team, and other stakeholders.
Participate as a technical resource in incident response, disaster recovery, and testing activities.
Provide on-call support, queue monitoring, including basic technical support and issue resolution, while communicating with the on-call team.
Participate in a rotation with other infrastructure analysts for scheduled server patching and scheduled maintenance windows.
Identify, remediate, and document IT vulnerabilities; manage patch deployment, conduct scans, and report to stakeholders.
Our people are our most valuable resource and core to our success. This is a fast-paced business environment, demanding a strong work ethic and a results-oriented approach. We offer competitive compensation and benefits, a comprehensive talent development program, and a reward system in which employees share in the success of the company. We are an engaged member of the communities in which we live and work and have a locally-led giving philosophy with generous employee matching program, global and local community grants and employee volunteerism.We seek diversity, create equity, and practice inclusion. Our people are at the heart of everything we do. We are an equal opportunity employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, disability, military status or other legally protected categories.
Top Skills
RenaissanceRe Dublin, Dublin, IRL Office
Hardwicke House – 4th and 5th Floors, , Dublin, Dublin, Ireland
