It Support Technician

Post:

Snr. IT Support Technician

Location:

Irish Horseracing Regulatory Board

Responsible to:

IT/IS Manager

Hours:

35 hours per week with the requirement to be part of on-call rota to cover racing which will include some weekend / bank holiday cover.

Job Purpose

To provide an efficient and flexible IT Support Service to the organisation.

Core Job Requirements

The Snr. IT Support Technician will play a key role in maintaining the reliability and efficiency of our IT services. This position requires a proactive and solution-oriented individual who can deliver high-quality IT support and contribute to the operation of our IT systems.

Key Responsibilities:

• Efficiently manage and operate the IT ServiceDesk.
• Accurately log, track, and update incoming IT support requests received via phone and email.

• Collaborate with IT, staff and suppliers to troubleshoot and resolve IT issues within the organisation.
• Provide timely and effective solutions to IT-related problems.

• Perform routine maintenance on organizational IT systems.
• Manage the installation of hardware and software, ensuring systems are regularly updated and patched.
• Troubleshooting hardware issues both onsite and remotely with track IT equipment and applications.

• Execute data backup processes, ensuring the integrity and availability of data.
• Conduct verification and restoration procedures as required.

• Administer user account operations, including additions, modifications, archiving, and deletions in Active Directory and other applications.

• Provide on-site and remote IT training to end users.
• Document steps, procedures, and any changes made to systems or processes.

• Ensure clear and accessible records for future reference and compliance.

• Maintain a friendly and efficient attitude in all interactions, ensuring high levels of customer satisfaction.

Note: This Job Description will be reviewed and updated in line with the needs of the work

Personal attributes

• Good communications and interpersonal skills with fluent written and oral English.
• Meticulous attention to detail.
• Teamwork required and the ability to work in collaboration with others.
• Ability to work on own initiative and to consult where appropriate.
• Flexibility and adaptability in terms of tasks and time is essential for this post.
• Ability to prioritise competing demand.
• High degree of technical aptitude and ability to learn on the job.
• Awareness of confidentiality and the ability to deal with sensitive queries.

Experience

• 2 years' experience in a similar role.
• Working experience with administering Windows 10/11 and Office365 is essential.
• Proficiency with Office applications (Word, Excel, PowerPoint, and Access).
• Good understanding and experience of LAN/WAN/Wi-Fi and VPN technologies.
• Hands-on experience with device management technologies and familiar with both Apple and Android devices.
• Understanding of database technologies such RDBMS and ODBC.

Desirable: MS PowerApps, VBA, MySQL and Linux a plus.

Qualifications:

• Hold a 3rd level qualification in IT or suitable industry IT certification.