Job Title: Field IT Support Engineer
Location: Ireland
Type: Onsite Dispatch Support
Overview:
We are seeking an experienced Field IT Support Engineer to provide comprehensive onsite dispatch support, encompassing desktop/end-user support, smart hands and feet services, and data center support. This role requires a proactive and client-focused professional to ensure smooth IT operations, uphold user satisfaction, and manage technical activities efficiently.
Key Responsibilities:
1. Workplace Services – Dispatch Support Services
- Provide end-user support through onsite resolution for incidents, problems, changes, and queries.
- Support hard IMACDs (Install, Move, Add, Change, Dispose) and maintain stock for break-fix activities across all service towers.
- Manage remote sites and home workers, ensuring next-business-day incident resolution.
- Assist in supporting end-user devices, including BYOD, with basic troubleshooting and redirection to appropriate support channels.
- Coordinate activities such as:
- Dispatching onsite support specialists for unresolved issues.
- Scheduling onsite visits for incidents and IMACD requests.
- Supporting VIP services for special events or high-priority requests.
- Managing warranty claims with third-party suppliers.
- Handling stock and ensuring compliance with local environmental regulations for packaging disposal.
- Update ITSM tools and CMDB for accurate tracking of incidents, configuration items, and ticket lifecycle management.
2. Workplace Services – Smart Hands Support
- Execute operational and maintenance tasks to ensure smooth functioning of IT services.
- Report on equipment status, including lights, cables, and general conditions.
- Perform tasks such as:
- Power cycling of equipment and resetting circuit breakers.
- Assisting with IP telephony and video conferencing systems (e.g., endpoint configuration and basic troubleshooting).
- Patching between structured cabling and network equipment.
- Managing removable media for transportation and storage.
- Providing root cause analysis and support for incident resolution.
3. Workplace Services – Onsite Stock Management
- Manage inventory of spare parts and peripherals to ensure adequate stock levels.
- Work with logistics services for the secure handling of inbound and outbound stock.
- Oversee the secure disposal of assets in compliance with organizational protocols.
- Maintain a secure storage room for stock equipment, ensuring controlled access.
- Investigate and resolve issues related to failed deliveries and rebooking.
Qualifications and Skills:
- Proven experience in IT field support or similar roles.
- Proficiency in desktop/end-user support and data center operations.
- Strong understanding of ITSM tools, CMDB, and lifecycle ticket management.
- Familiarity with hardware break-fix, IMACD tasks, and stock inventory management.
- Excellent troubleshooting skills for a wide range of IT devices and systems, including BYOD and telephony systems.
- Effective communication and customer service skills, with a focus on VIP support and technical coordination.
Working Conditions:
- Onsite dispatch at end-user locations and data centers.
- May require travel to remote sites and coordination with third-party vendors.
- Support for high-priority events and VIP services as needed.
Job Types: Full-time, Freelance
Schedule:
Work authorisation:
- United Kingdom (required)
Work Location: In person