End User Support Analyst

This position is a full-time, onsite role requiring presence in the office five days per week in the Dublin City West Office.

Guru bar support person – soft skills just as important as tech skills – customer services or tech experience required …

• 1st/2nd level support for all components – PC\laptop\thin client\network\phone\VC etc
• Support model: back end centralised in Data Centres with support teams in the US and India.  Lots of communication between local and offsite support teams
• Win 11 environment with Full builds and HVDs
• Apple –  about 15% of our associates are MAC users
• Phones – Zoom and small amount of callcentre –vmail here and recording in US – setting up new phones and assigning numbers to new users – managing vmail passwords etc.
• VC – 60+ rooms have VC capability – lot of focus and support for VIPs and high level meetings – pretesting needed in many cases – different models of Neat and Logitech devices
• Guru bar coverage – walk in tech support service open from 09:00 to 17:00– may be occasional requests to provide cover in Galway.
• Culture – strong team culture – work together and with other business units – collaboration is a big part of how we work – take ownership of issues – if we cannot get something sorted locally we can escalate to the wider Fidelity Support team (US and India)
• Flexibility – occasional stay late and weekend etc.
• Projects – may be involved in whatever projects the team are working on – assist as required - this role will probably be very support focused with small amount of project work
• PC\laptop builds for new starters
• Asset management – tight on how we control all assets that can hold data – PCs\laptops\mobile devices etc.