HEAnet – Service Desk Engineer

HEAnet is Ireland’s National Research and Education Network, providing internet connectivity and ICT shared services across all levels of the Irish education system, reaching 1,000,000 end users. We connect learners and researchers across all of Ireland to education resources and to fellow national educational and research networks in Europe, and the rest of the world.

We are seeking a Service Desk Engineer to join our Service Desk Team on a permanent contract basis.

What the Service Desk Team does

The Service Desk is the first point of contact for HEAnet’s Clients. We are part of the wider Client Services Function and are the main conduit for our Clients. The Team is focused on providing best in class support to our Clients.

Reporting to the Service Desk Manager, the Service Desk Engineer will be required to work cross-functionally, in particular with the Technical Services teams. As Service Desk Engineer, you will be responsible for answering first line support queries by both phone & email, managing incoming and existing tickets. The core hours for this position will be 9am-5.30pm Monday to Friday.

This role will suit an individual who is customer focused, solution driven, and who has an interest in a broad range of technical areas.

HEAnet provide a broad range of ICT services to our Clients including Networking, Identity and Access Management, Wi-Fi roaming, large file transfer service and website hosting. The Service Desk Engineer will be required to respond to queries relating to HEAnet services, escalating where necessary and following up to make sure that each issue is completed. Contacts can come from existing and future Clients, external service providers and members of the public so an ability to build rapport both externally and internally is necessary.

The Service Desk are also responsible for the ongoing monitoring of network and system status and raising issues related to network infrastructure, hardware, applications, and services.

What you get from us

From the team

We value knowledge sharing and communication. We have regular team catch-ups to cover outstanding issues and planned work, and to make sure no one is hitting any roadblocks. On any given day, some/all team members may be working from home, so we keep in touch using instant messaging, video conferencing and other communication tools.

We encourage critical thinking and the exploration of new ideas.

We provide a diverse and interesting workload but limit single performance objectives to a max of 30%, so you will get to work in multiple areas.

We promote a healthy work/life balance. Work outside of standard hours is rare and agreed in advance. We take the care of our team members mental health seriously.

Company Benefits

• Annual performance management system
• Professional education support
• Comprehensive group and individual training & development initiatives
• On-going well-being initiatives
• Health insurance for employees
• Defined contribution pension scheme
• Flexible start/finish times
• Working from home
• Employee Assistance Programme (EAP)
• Taxsaver Ticket scheme
• Cycle to Work scheme

What we need from you

• Minimum 1 years’ experience in a customer-facing technical support role
• Excellent interpersonal and communication skills, both verbal and written
• Proven ability to work as part of a team, and on your own initiative
• Proven experience building and maintaining relationships with stakeholders
• Cooperative style, being able to approach other colleagues and being an approachable member of the team
• Proactive with strong problem-solving skills
• Experience documenting and optimising processes
  

Bonus points

We do not need you to have the following, but if you did it could be beneficial.

• Experience in best practices for IT Service Management (e.g. Incident Management, Knowledge Management)
• Experience with IT Service Management toolsets (e.g. RT, Remedy, Ivanti Service Manager)
• A Higher Level Certificate in Computer Science/Computer Engineering or related discipline
• Knowledge of Linux/UNIX
• Experience with DNS
• Familiarity with system management/monitoring tools such as Cacti, Icinga, Nagios, Git
• Experience managing user accounts across a variety of platforms

More important information

At HEAnet we celebrate diversity and understand how important it is to our ongoing success. We would like to hear from candidates who are great at what they do and whose values align with ours.

If you need any adjustments made to the application or selection process so you can do your best, please let us know.

HEAnet are delighted to be awarded with the ‘Best in Health and Wellbeing 2021’ through the InBusiness awards from Chambers Ireland and shortlisted as medium company of the year 2021 through the Ibec Keep Well Mark. We take pride in developing, maintaining and enhancing our culture of wellbeing and continue to focus on this into 2022 and beyond.