ICT Specialist (COG3ICT12)

Permanent

ICT

Dublin City, County Dublin, Ireland

Job Details

Role Requirements
Role Requirement 1
Systems Operations
  • Support and maintain multi tenant Microsoft 365 tenant operations, including Exchange Online, SharePoint Online, OneDrive for Business, Teams, Intune, Power Platform, Power BI, and related applications.
  • Administer and harden Active Directory/ADFS on-premise, Group Policy Management, Azure AD (Entra ID) infrastructure, Exchange on-prem, and SharePoint on-prem.
  • Automate routine tasks and fixes using AI, PowerShell and Power Platform, Logic Apps to streamline processes.
  • Administer and manage on-premise systems and applications.
  • Ensure the maintenance of key corporate and program-related systems.      
  • Own device management and onboarding processes using Microsoft Endpoint Manager (Intune) as a backed capability.
  • Lead the implementation of new solutions, including migrations from on-premises.
  • Continuously seek opportunities to automate and enhance processes.

Role Requirement 2
Advanced Technical Support
  • Provide Level 3 technical support for critical applications within the ICT escalation process.
  • Utilize call logging software to document and resolve user incidents within specified SLAs.  
  • Diagnose and troubleshoot complex issues using advanced technical expertise, product knowledge, communication, and problem-solving skills and deliver root-cause fixes.
  • Raise tickets with vendors when necessary and collaborate with them to resolve issues.
  • Serve as an escalation point for the ICT Service Desk/Support Teams for logged cases/ issues.
  • Ensure a high level of service excellence in relation to the planning and delivery of projects, services and supports.
  • Maintain and grow a culture of continuous learning and improvement in the team ensuring that the support model applied is adaptable and meets changing requirements and contexts. 
  • Take ownership of the escalation and categorisation process that is in place and proactively manage to ensure excellence in project management tools and techniques.
  • Any other duties within the general requirement of this job description which may be required from time to time.

Role Requirement 3
Governance and Compliance
  • Monitor, verify, and maintain daily processes, including logs, alerts, and maintenance plans.
  • Develop and maintain comprehensive documentation and training materials.
  • Follow ITIL standards and ensure compliance with governance policies.
  • Participate in audits and penetration tests and lead the implementation of the audit and penetration test results.

Role Requirement 4
Service Delivery and Excellence
  • Maintain a customer-focused approach at all times, ensuring high levels of customer satisfaction.
  • Support the development of knowledge across operational teams through training and upskilling.
  • Act as a role model to teammates, engaging positively and constructively with both customers and partners.
  • Ensure that all staff adhere to all standards and procedures.
  • Understand the impacts of change and support teams through transitions by analyzing needs and engaging with relevant stakeholders.
  • Lead initiatives to improve service delivery and operational efficiency.
  • Collaborate closely with different infrastructure and business teams.

Required Experience
  • A minimum of 5+ years ICT administration and support. In depth M365, Entra ID/AD and SharePoint on prem experience. Evidence of automation at scale (Powershell/Power Platform/ Logic Apps)
  • Excellent communication, report writing, organizational, and interpersonal skills.
 
Qualifications
  • Relevant Third Level qualification (e.g., Degree) or equivalent is desirable
  • Advanced certifications in Microsoft 365, Entra ID, Active Directory, or related technologies are highly desirable.


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