Service Technician

Salary: €43,707 to €60,595 per annum (applicable to new entrants effective from January 2011) and in accordance with the terms and conditions of the QA321 University’s Remuneration & Payroll Policy.

Main Purpose of Job

The Service Technician will provide high-quality, user-focused ICT support to a wide-ranging customer base across a range of services, with particular emphasis on network, telecommunications and related infrastructure services. In line with University policy, the assignment of the post may change as required by the University.

Main Duties and Responsibilities

Service Delivery and User Support

• Provision ICT equipment and facilities and fulfil service requests, or escalate them for fulfilment.

• Detect, verify, record and resolve service incidents, providing first- and second-level support for assigned services.

• Advise users on effective use of University technology and services and compliance with ICT policies and Codes of Practice.

Technical Support and Collaboration

• Provide expertise for specific service elements and technologies, particularly networking, telecommunications and related infrastructure hardware.

• Collaborate with other technicians to ensure requests are fulfilled within applicable service levels and incidents are addressed promptly.

• Escalate incidents and requests appropriately and provide clear progress and status information.

Service Improvement, Testing and Projects

• Contribute to, and where assigned lead, testing of service developments, changes and enhancements.

• Participate in project activities as a project team member and complete assigned technical tasks.

• Codify frequently performed activities into clear standard procedures and contribute to continuous service improvement.

General Responsibilities

• Maintain accurate records and work in accordance with organisational policies, procedures, service standards and confidentiality requirements.

• Demonstrate flexibility and adapt to changing priorities, technologies and work practices.

• Undertake other duties required in the Service Technician role or assigned by the Director of Information Solutions and Services in accordance with priorities.

Requirements for the role:

The successful candidate will demonstrate the eligibility requirements below in terms of qualification, skills and experience:

Essential Criteria

• A minimum of five passes at Leaving Certificate level (or equivalent NFQ Level 5 qualification) and a recognised post-Leaving Certificate qualification (minimum NFQ Level 6) in administration, office technology or a related administrative field, or a recognised NFQ Level 7 qualification.

• A minimum of two years of relevant experience in a demanding, customer-focused environment, demonstrating strong service delivery and general office skills.

• At least two years of experience working with IT networking and related infrastructure hardware.

• Proficiency in Microsoft Office, including Word, Excel and Outlook, and the ability to work effectively with other IT systems.

• Proven ability to plan, prioritise and manage multiple tasks and competing deadlines while maintaining accuracy and high work standards.

• Excellent written and verbal communication, interpersonal, numeracy and dataanalysis skills.

• Ability to work effectively both independently and as part of a multidisciplinary team, with empathy, respect, integrity and confidentiality.

• Demonstrated initiative, flexibility and motivation, with a commitment to highquality customer service, continuous improvement and compliance with organisational procedures.

Desirable Criteria

• Experience supporting enterprise network, telecommunications or related infrastructure services.

• Experience of incident and service-request management in a structured ICT service environment.

• Experience contributing to technical testing, service changes, projects or the preparation of standard operating procedures.

• Knowledge of IT service management principles, such as ITIL.

• Experience supporting a diverse staff and student user community.

• Ability to explain technical information clearly to non-technical users.

• Experience working collaboratively across technical teams and service functions.

• Commitment to ongoing professional and technical development.

The above criteria will be utilised to shortlist and select candidates for interview.