IT Infrastructure Engineer. Dublin. Irlanda

Salary: €34000

Location: Dublin Business School, 13/14 Aungier Street, Dublin 2

Working Hours: Monday-Friday, 39 Hours per Week, 9am- 5.30pm

The purpose of the IT Infrastructure Engineer is to assist in the daily support and maintenance of all IT infrastructure within Dublin Business School and Kaplan.

Responsibilities

The purpose of an IT Infrastructure Engineer is to assist their Team Lead and Network team in the development, daily support and maintenance of Databases, Citrix server, security servers including firewalls and all other IT infrastructure within Dublin Business School.

Working closely with the Network team to look after the setup and installation of network infrastructure such as routing, switching and firewalls.

Consulting with staff, managers, and executives about the best security practices and providing technical advice

Monitoring development requests and problems to ensure correct ticket triage and processes are being adhered to which are outlined by the Service Desk Manager.

Maintain and, when appropriate, deploy Disaster Recovery/Business Continuity options, ensuring consistent technological service and minimal business impact.

Resolve all technical bugs with Remote Desktop Technologies (MS Teams and RDP etc.)

Provide hands-on assistance for infrastructure and application projects when necessary. (RFC/Project)

Responding to and troubleshooting any IT issues that are raised via phone, email, chat, walk-in and through the Service Desk Management system in a timely manner.

Accurately document all technical troubleshooting steps and create knowledge base articles researching tickets from creation to resolution of any IT issue.

Ability to triage, investigate and replicate customer issues and escalate tickets to appropriate teams.

Ability to coordinate with other teams and to help make decisions on customer priorities.

Install, upgrade and configure workstations and laptops to accommodate user relocations, and site relocations and also keep our student labs up to date.

Liaise with third-party support organizations for repairs and replacements.

Installation of approved software to resolve VPN connectivity or systems lock-out issues.

Generate solutions for vulnerability management by fixing issues in network/ site encryption and virtualization.

Proactively build and maintain good working relationships with the Business to understand individual department requirements from a technical perspective.

Create and modify user accounts in SharePoint, Active Directly, Office 365, Printers, Network Software, cloud backup, internet connections etc.

Essential Qualifications

Minimum 3 years of IT infrastructure experience.

Experience in SalesForce CRM and Service Cloud systems and tools a bonus.

Experience in supporting Microsoft Windows, MAC and Linux operating systems. Citrix, OpenStack or other virtual environments are essential.

Accurately recording, tracking and researching tickets from creation to resolution