IT Support Specialist

Job title:

IT Support Specialist

Company:

Arcadis

Job description

Job Description:Arcadis is the world’s leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.Role description:Arcadis is looking to hire an IT Support Specialist Analyst (Field Support) AWL5 resource in Dublin, Ireland, to join an established IT Field Service team, providing Level 2 (L2 = PC and IT support), supporting approximately 500 Arcadians based in Dublin, Ireland.Within Arcadis the IT Field Service team works within the End User Service Tower and within the Local Service Operations (LSO) Team.Arcadis is a Windows based environment, using a mix of standard Office toolsets (including Windows 10, Windows 11 and O365).The Arcadis Dublin, Ireland (and globally) computer environment is predominantly Dell PCs Laptops. Arcadis also uses Microsoft System Centre which has enabled Arcadis to implement Global Enterprise Systems and enable remote access (e.g., Teams), and the automation of tasks (e.g. SCCM).As part of the LSO Field Support team, you will work as part of a local team in Dublin, Ireland providing L2 support, but are part of the Global LSO Team, ensuring that global LSO Field Support processes are followed, adopted and improved to provide the best LSO Field Support for internal Arcadis Users, Tech teams, external partners resulting in improved User Experience (UX).The calls assigned to Dublin, Ireland L2 support can be anything to do with IT Issues. The IT Global Service Operations (GSO) team in Manila, are the initial IT contact point for all Users in Dublin, Ireland. The GSO role is to review the issue and then assign to the correct global IT team to resolve. Tickets assigned to the Dublin, Ireland LSO L2 role are normally PC hardware Incidents which have been triaged by GSO but require physical onsite support that cannot be resolved remotely.Base location for this role will be Dublin, Ireland but travel to other Arcadis offices may be required.Who you are:

• Proven experience of providing Field Support within a global company
• Have experience working delivering Tech Field Support directly to end Users
• Exposure and experience of working to best practices and frameworks such as ITIL, Dell Direct, Lean&Agile.

Role accountabilities:

• Work as part of the LSO Field Support support team for all Arcadis Dublin, Ireland staff
• Provide support as required for the Tech Bar for all local Users
• Be part of the team managing the Dublin, Ireland New Starter PC deployment and Leaver PC collection process
• Be part of the Dublin, Ireland LSO Team managing PC Refresh as required
• Ensure the LSO practices or areas are delivered according to the agreed policies and procedures
• Where possible, identify improvements within the LSO Field Support teamwork practices
• Deliver LSO Field Support practices to the agreed Service Level Targets and KPIs
• Help optimize LSO Field Support practices to support User Experience through continuous improvement

Technical Skills

• Detailed technical knowledge supporting mainly Dell PC products
• Technical support knowledge of Apple products
• Knowledge of Service Management reporting techniques including the production of dashboards
• Knowledge of ITSM Ticketing Solutions such as BMC Remedy or Helix.

Qualifications & Experience:Required Qualifications:

• Minimum 3 years IT and business/industry experience working in a multinational environment.

Preferred / Example Skills Qualifications:

• ITIL 3 or 4 Foundation
• Dell TechDirect accreditation
• Other Service Management qualifications such as COBIT, Lean, Agile
• Continue your career journey as an Arcadian.

Why Arcadis?We can only achieve our goals when everyone is empowered to be their best. We believe everyone’s contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.Together, we can create a lasting legacy.Join Arcadis. Create a Legacy.Our Commitment to Equality, Diversity, Inclusion & BelongingWe want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We believe that by working together diverse people with different experiences develop the most innovative ideas. Equality, diversity and inclusion is at the heart of how we improve quality of life and we work closely with our people across six ED&I Workstreams: Age, Disability, Faith, Gender, LGBT+ and Race. A diverse and skilled workforce is essential to our success.

Expected salary

Location

Dublin

Job date

Sat, 11 Jan 2025 06:35:02 GMT

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