Company Description:


Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland, and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.

Main Duties & Responsibilities:

  • Perform as part of our back line team supporting our client’s manufacturing function
  • Analyse, troubleshoot and resolve end-user IT issues ranging from individual workstation issues to major production system incidents and escalating where needed to the Senior Engineers in a timely manner
  •  Deployment/Trouble-shooting of desktop hardware issues (Windows/Office Applications)
  • Carry out proactive maintenance on meeting room equipment
  • Support and troubleshoot the print function of the organisation (Safecom secure print)
  • Deployment/troubleshooting of Phones (both desk and mobile)
  • Troubleshooting of Wireless networks
  • Support and troubleshoot VPN connections for remote workers
  • Liaise with external vendors on new lab instrument installation/configuration
  • Provide onsite desktop support for LAB IT system users
  • Daily monitoring and management (including media management) of NetBackup environment 
  • Maintain hardware inventory database and update with all moves/additions as per defined process 
  • Provide onsite desktop support for LAB IT system users
  • Take ownership of user tickets, providing updates where needed and resolving in a timely manner – escalating where appropriate

Experience Required: 

  • Experience in ticket and queue management.
  • Experience in troubleshooting Cisco networks (VLAN, Routing and Switching).
  • Experience in QlikView, Zebra Print systems, Thin Manager (or equivalent remote desktop solution)
  • Experience in Safecom Secure Print Solutions
  • Excellent knowledge of Windows 7/10, Server 2012R2, Active Directory, SCCM and patch management
  • Excellent communications skills (written and verbal)
  •  Awareness of change process and project life cycle
  • Enjoy working with a team who operate in a fast-paced environment to a high level of excellence

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