IT Support Technician in Craigavon

Cubis Systems is a global leader in the design, engineering and manufacture of network access products for the infrastructure, utility and construction markets. Headquartered in Northern Ireland, Cubis is part of the €27 billion CRH Group and operates from multiple sites across the UK and Ireland, exporting to over 30 countries worldwide. Our market-leading brands, Cubis Systems, NAL, and FILOform, supply smart, safe, and sustainable product solutions to a range of construction sectors.

What we offer:

• Competitive salary
• Company pension contribution
• A range of healthcare options
• Competitive holidays, including Christmas shutdown
• Employee Committees for Health & Wellbeing and Inclusion & Diversity
• Engagement & Wellbeing initiatives
• Employee referral programme
• Enhanced Family friendly policies
• Career development opportunities across IPE and the wider CRH Group

Key Accountabilities:

• Effectively handle individual problems and service requests from call-in through resolution, practicing total contact ownership.
• Responds to inquiries and service requests for assistance with the organisation’s computer systems or PCs via phone, email or in person queries.
• Identifies problems, troubleshoots, and provides 1st and 2nd level technical support for employees on the following: Windows Operating System, MS Office application, Office 365, Internet browsers, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration of Network connectivity.

Associated responsibilities:

• Troubleshooting mobile devices such as iPhone, iPad, Android handheld connectivity and synchronization, wireless RF scanners, among other devices.
• Handle advanced software support for applications assigned such as OKTA, ERP Systems, Box, SharePoint and others as trained and assigned.
• Provide coaching and mentoring to peers, assisting with troubleshooting, processes and procedures.
• Maintains ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
• Responsible for meeting Service Desk, Service Level Agreement and metrics.
• Other duties, as required or requested by the Head of Business Systems & Processes.

Key performance indicators:

• First time fix rate on user requests
• Improvement of IT processes and documentation
• Increased knowledge of all technical systems

Experience and Training:

• Training in Microsoft Windows OS, Office 365, ITIL
• Experience with mobile devices, IOS and Android OS required
• Knowledge of x86 hardware, Windows OS, Office Suite and Office 365, Productivity applications such as Adobe and AutoCAD, VPN and Networking
• Experience with peripherals such as printers, scanners, and barcode readers
• Experience in handling customer technical support calls
• Experience in ERP Systems Support such as Epicor
• Must be action oriented with effective communication skills and able to drive results across a global business

Essential criteria:

• Must have a third level education or equivalent in Information Technology or relatable discipline
• Must be customer focused and act with a shared sense of urgency and priority for customers.
• Strong analytical and problem-solving skills
• Able to present ideas in a concise, business, technical and user-friendly language.

Cubis Systems is an equal opportunity employer, which values differences in our people. We welcome applicants from diverse backgrounds, and we provide equality through our career development opportunities regardless of race, gender, sexual orientation, religious beliefs, nationality, age, and disability.