Technical Support Administrator

PURPOSE OF JOB The role provides tier 1 & 2 support to business users in the Dublin office and our global client companies: · Monitoring and support of the technology platform for local and global clients. · Engaging with clients to troubleshoot issues, ensuring service levels are maintained. · Supporting and identifying areas for continuous improvement on the technology platform · Support the rollout of upgrades and changes to end users. PRIMARY DUTIES & RESPONSIBILITIES Client Service Support · Provide technology & Citrix support, assisting with support queries raised by local and global clients. · Manage tickets through a helpdesk ticketing system (JIRA). · Proactively review, action, monitor and report on all ongoing service requests from clients to ensure successful resolution. · Manage access to systems. · Maintain the desktop environment. · Manage the build and rollout of end user devices. · Maintain and produce procedure and technical documentation. · Assist with audits as required (Includes ISO27001, CIS and Internal Audits). · Provide training material and facilitate training to the business and clients. ADDITIONAL DUTIES & RESPONSIBILITIES Projects As the need arises, assist on project activities within the team including: o Analyse, translate and document business requirements into product and system level requirements. o Understand business users pain points and provide input and expertise to address these. o Review and evaluate proposed solutions to meet business requirements. o Test and sign off on the delivered solutions. o Assist in the implementation of systems and applications and new processes for existing and new clients. o Continually develop knowledge and training in systems administration, security & cloud computing. EDUCATIONAL STANDARDS REQUIRED Degree or equivalent experience in computer science, information systems, engineering or other related technical discipline. SKILLS AND EXPERIENCE Required Experience o Understanding of basic networking concepts. o Knowledge of Windows 11, Microsoft Office 365, CoPilot, Entra, Intune & Azure administration. o Knowledge of Windows Server, Active Directory. o Experience working in a customer focused service environment. o Experience working with a helpdesk ticketing system. The following items would be of benefit o Experience working in a financial services environment. o Experience of IT projects. o Experience in Citrix administration. o Knowledge of supporting an accounting or financial system. o Knowledge of supporting an insurance/reinsurance system. o JIRA administration experience. o Knowledge of Cybersecurity principles. o Knowledge of Patching Cycles and Vulnerability Management. COMPETENCIES SOUGHT Innovative and embraces continuous improvement o Shows initiative in finding better ways to do tasks. o Adaptable to manage multiple demands. Decisive and Insightful o Identifies key issues for improvement. o Strong problem-solving skills. Driven and achieves Quality Results o Willingness to learn and develop. o Develops achievable work plans, breaking down work into manageable parts. o Prioritisation, works to achieve clear outcomes in all interactions. o Committed to delivering quality results, on time. Builds Collaborative Relationships o Communicates in a confident, clear and succinct manner, verbally and in writing. o Proactively seeks to listen to and understand the needs of others. o Establishes and maintains respectful relationships with others. Motivates and Leads Others by example o Can work both independently and collaboratively to achieve individual, team and cross functional goals. Provides Excellent Client Service o Keeps exceptional service at the heart of everything we do. o Fluent English (written and spoken). SPECIAL CIRCUMSTANCES Availability to support out of hours work over evenings and weekends. This is to support escalated critical issues, pre-planned maintenance windows and quarterly rotated support hours during the financial quarter end reporting period.