Desktop Support Technician

Are you an Apple-centric support tech looking for a new challenge? Do you love being a technology advocate and helping people solve tough problems? We are expanding quickly and have a critical need for an IT specialist in our Dublin Office.

In this role, you will provide agile end-user support in a mostly-Mac organization. You will be responsible for the day-to-day support of our laptops, printers, and software stack, which include Google Workspace, Slack, and Zoom. You will be the first point of contact for local end-user support and provide remote support to our other worldwide offices. On-call, after-hours support will be required as a part of a team rotation. This position reports to the Barcelona Help Desk Manager.

The right candidate will bring ingenuity, creativity, and considerable knowledge – and apply all of these in their own unique way.

Responsibilities:

• Serve as the primary support contact for computer and mobile device issues (including white-glove support for executives); escalating problems as necessary to the appropriate teams
• Provision and de-provision user accounts
• Provide meeting support and AV troubleshooting
• Ensure accurate inventories of software and hardware assets
• Responds to queries over instant messages, emails, phone calls or in-person
• Configure and install IT hardware, including laptops, peripherals, and printers
• Install, configure, and troubleshoot software packages, including operating systems, desktop software, and custom applications
• Work with the Procurement team to order software and equipment as needed
• Maintain a high level of service and support by using a ticketing system
• After hours support for US employees

Your Qualifications

• Significant number of years of experience providing desktop support to a heavily Mac-based operation
• Demonstrated experience troubleshooting macOS
• Strong critical thinking skills
• Hands-on experience in troubleshooting email issues and a solid understanding of email/calendar clients, Google Apps and Salesforce
• Familiarity with a VoIP telephony environment
• Solid understanding of JAMF Pro and CrashPlan
• Exposure to Windows 10 support a plus
• Experience with video conferencing solutions like Zoom or Hangouts
• Experience with wireless network infrastructure also a plus
• Ability to work both independently and as a member of a team

Desired Qualifications

• Google Workspace Certificate
• Google IT Support Professional Certificate

Our Office

This position is in our Dublin office, in a vibrant tech community and a city with a great quality of life. We offer a fantastic work environment, competitive compensation, equity, and great benefits.

About Us

New Relic (NYSE: NEWR) is a cloud-based platform that gives developers, engineers, operations, and management a clear view of what’s happening in today’s complex software environments. So they can find and fix problems faster, and deliver delightful experiences for their customers. That's why the world’s best engineering teams rely on New Relic to visualize, analyze, and troubleshoot their software. It’s the simplest, most powerful cloud-based observability platform, built to create more perfect software. All from one place.

Founded in 2008, we’re a global company passionate about building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award-winning culture. For more information, visit newrelic.com.

Our Hiring Process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek a diverse applicant pool and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

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