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Senior Helpdesk Administrator
Senior Helpdesk Administrator
  Full-Time @ Brown Bag Films

Location:
Dublin, Ireland

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The Helpdesk Administrator role is to provide first line response for users requiring assistance with information technology issues and problems via the IT helpdesk.

Key Responsibilites:

- Reporting to Helpdesk Supervisor.
- Administration of an IT ticketing Helpdesk.
- Responding to tickets escalated from Level 1 on the I.T. Helpdesk.
- Providing complete 2nd level I.T. support to the organisation across multiple sites, responding to requests for technical assistance via phone, email or to-desk support and logging the issue in a Helpdesk management system.
- First responder to Helpdesk tickets from VIPs.
- Management of helpdesk tickets – from escalation to closure.
- Investigating issues from first principles, finding fixes, documenting and recording the processes involved.
- Escalation of Helpdesk tickets to 3rd level support, Helpdesk Supervisor or external partners, as required
- Configuring and installation of end user workstations and hardware (monitors, graphics tablets etc).
- Weekly reporting to Helpdesk Supervisor.
- Anti-virus administration.
- Backup, restore and maintenance for a LTO tape library, and tape transfers to off-site locations.
- End user account creation and administration (email, Active Directory, file transfer systems etc).
- Hardware inventory, asset tracking and monitoring.
- Dealing with suppliers and vendors (replacement parts, issue escalation etc)
- Daily check lists – respond to any issues flagged within the daily checks and liaise with the Systems Administrator team to ensure issues are resolved.
- Maintenance of in-house servers providing floating software licenses.
- Maintenance of an in-house renderfarm.
- Managing hardware and workstation refreshes
- Software and O.S. deployment via no-touch systems like SCCM, and disk imaging.
- Evaluates and installs patches and resolves software related problems.
- Producing documentation concerning support and IT methods.

Key Requirments:

- Expertise in Microsoft OS systems – Windows 10.
- 4+ years’ experience in IT or similar experience.?
- Experienced in high-level? hardware support (client machines, printers etc).?
- Experience in supporting a complex? and advanced user base.?
- Ability to work in a? challenging and fast passed environment.?
- Experience in supporting 3D modelling applications.?
- Recognises the importance of clear and timely communication of all high severity IT or facilities impacting issues to the Helpdesk Supervisor.
- Keeps abreast of emerging technologies.?
- Excellent verbal and written communication.?
- Excellent customer service skills.?
- Works well within a team?

Bonus Skills:

- MCSE /MCP desirable?
- Exposure to ITIL?
- Apple Mac hardware and software support
- Experiencing supporting Autodesk Maya or CG/VFX environments
- Linux Centos

All applicants must be eligible to work in the EU.

Brown Bag Films is an equal opportunities employer who take diversity and inclusion seriously. As a company we provide high quality kids content and our aim is to have diverse characters so that all our audience feel represented. We also want the same for our own workforce and Brown Bag Films is committed to looking for all kinds of talent to build a diverse workforce in which all social groups are represented.

 

This job posting was last updated on Sept. 11, 2020