About us:
Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
We are seeking an End User Experience (EUX) System Administrator to join our customer's team.
The End User Experience (EUX) System Administrator will be responsible for providing technical support and guidance to end users on a variety of computing devices, software, and applications. The EUX Specialist works closely with users to troubleshoot and resolve problems, and to provide training and guidance on new technologies and best practices.
Main Responsibilities:
End User Support:
- Ensures that the end user receives a quality service in a timely and effective way
- Focus on the ‘end to end service’ for the user community through effective communication of updates on their incidents or requests, and through to the satisfactory resolution of their issue
- Communicates and / or escalates any problems that may arise relating to resolving end user issues
- Manages the day-to-day operations of End User technologies and platforms including, but not limited to, Microsoft 365 (Exchange Online, Intune, Azure OneDrive, Teams, Azure Virtual Desktop, MS EntraID), AWS App Stream and Work Spaces, Group Policies, Active Directory, AWS FSx
- Provides critical support to senior management and high-profile events
Service Desk:
- Prioritise and respond to service desk tickets as appropriate, ensuring that the ticket is kept updated at every step in order that the end user is kept informed on the status of their call
- Consistently delivers a service that meets or exceeds SLA and delights the end user
- Actively coordinates with team members, other resolver groups and departments to effectively resolve incidents and service requests
- Promotes understanding with end users on the benefits of the IT ServiceDesk model to help foster collaboration and self service
- Tasked with running the physical Tech Bar locations to ensure end users have a face-to-face option for tech support to add to the self-service and call centre channels
Desktop and Mobile Device & Inventory Support:
- Install, upgrade, support and troubleshoot all desktop, laptop or mobile device operating systems (Windows 7, 8 and 10, iOS and OSX) and the installation of all authorised applications
- Install, upgrade, support and troubleshoot for our customer's hardware including, but not limited to, desktops, laptops, thin client, printers or any other authorised equipment
- Install, upgrade, support and troubleshoot for authorised our customer's mobile devices including, but not limited to Android, iPhone and other approved devices
- Install, upgrade, support and troubleshoot for authorised our customer's tablet devices which have become vital as part of the connected employee transformation programme eg. Connect Crew and Maintenance Engineers
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment across our customer's technology estate including vital areas such as Emergency Response
- Creates procedures and guidelines to install, configure, customise, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, handheld devices, network and port configuration and peripherals
- Monitors end user systems for availability, error conditions, adequate space allocation, backup integrity, and performance
- Safely package equipment for other customer locations and arrange for the transport of equipment
- Sustainable recycling of any unused or damaged equipment
- Responsible for inventory management with vendors to ensure regular stocks are kept up to date so as not in impact on any of our customer's business or operational areas due to lack of any technology equipment
Service & Quality Improvements
- Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer needs, escalating incidents and requests, and increasing the customer’s ability to help themselves, resulting in meeting or exceeding customer satisfaction metrics
- Utilises analytical and communication skills in the development and modification of written procedures, processes, and technical support knowledge base, resulting in content tailored to the level and type of audience for support and issue resolution
- Proactively seeks information and utilises analytical and creative problem-solving skills along with standard processes and technologies resulting in secure and reliable connections to and use of systems, applications, and infrastructure
- Creates and maintains reports, dashboards, and other data visualization tools to communicate findings to stakeholders
- Reviews & revises existing service definitions and processes to deliver continuous improvement
Project Subject Matter Expert
- Share knowledge and experience between EUX Operation and Delivery teams, decide on the new EUX requirements and work together collaboratively on the delivery and support phases
- Support the development of the technical architecture
- Design and implement a testing plan for production release
- Develop in conjunction with the project team training to end users on any new solution
- Provide support to end users during and after project implementation
- Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency
General
- Collaborate with internal teams to develop and implement IT solutions that meet business needs.
- Maintain strong relationships with all stakeholders based on transparency, trust, and clear communication.
- Work effectively with colleagues across different departments to ensure full compliance with the IT plans you help develop
- Go Live IT support for out of hours project delivery
- Emergency Response IT team responsible for tech support during any airline emergency
Required Skills and Experience:
- Professional IT qualification or 3 or more years’ experience in an IT support and administration role
- A Multi Discipline skillset covering all aspects of end-user hardware (PC, Laptop, Mac, iPad, Smart Phone), software and network support
- Clear evidence of resolving technical support issues oneself and through a customer support team
- Able to take a creative approach to situations and problem solving, seeking help from others when required
- Past experience of developing knowledge and skill levels in a support team to resolve issues in a fast turnaround time
- Ability to provide IT support and resourcing on projects as required. This will require an element of out-of-hours’ work and may also include travel to remote sites
- Experience in working on projects with the tight deadlines
- Results oriented and driven by goal achievement with a strong focus on high quality service performance
- Good knowledge of airline business processes
- Experience in Cloud based infrastructure support and delivery e.g Microsoft Azure, AWS AppStream & AWS Work Spaces, Azure Virtual Desktop, AWS FSx, Intune
- Strong understanding of IT systems and services / applications
- Knowledge and practical experience of the ITIL service management framework, (ITIL certification preferred)
- Knowledge of key platforms and systems as well as the ability to learn new skills quickly
- Windows OS and Mac OS Support
- PC & Mac hardware deployment
- Desktop hardware and software support, PC's, laptops, legacy printers, phone handsets
- Networking basics - NIC, TCP/IP, DHCP, DNS Proxy and reverse proxy etc.
- Mobile technologies and devices
- Active Directory support
- SCCM & Intune experience
- Scripting skills e.g. VB or Powershell scripting
- Desktop applications support, email, browsing, Office
- Technical qualifications are desirable i.e. MCPs, MCSE
- Azure & AWS Administration Certifications
Desirable Criteria
- A working knowledge of resource planning and rostering aspects of an airline would be advantageous
What’s in it for you:
- An opportunity to join a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive rates based on experience
Not for you?
Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.
Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:
- Used lawfully, fairly and in a transparent way
- Collected only for valid purposes and not used in any way that is incompatible with those purposes
- Relevant to the purposes we have told you about and limited only to those purposes
- Accurate and kept up to date
- Kept only as long as necessary for the purposes we have told you about
- Kept securely
If you would like to contact us about your data, please use the following address: [email protected]
Top Skills
What We Do
We help mature organisations evolve into modern digital businesses with faster time to market, increased operational stability and security.
We offer a suite of technical services delivered by an experienced team of subject matter experts. Our services can be provided as a fully managed service or as an embedded part of your team. We focus on both short-term and long-term goals that emphasise business outcomes for our customers.
Why choose Amach:
1. Business Agility - We focus on removing your IT debt, so that your company can focus on delivering business value to your customers at pace in a secure and reliable manner.
2. Cost Reduction - We help reduce your IT costs across all domains. This includes operational costs in both cloud and your data centres, licencing, evergreening, and reducing project delivery timelines.
3. Operational Stability - We will modernise your IT systems ensuring operational stability and resilience, to ensure the end user experience for both customers and staff are enhanced.
4. Enable Innovation - By removing IT debt, we create space for your team to focus on innovation, ensuring business longevity and futureproofing. We bring both sector experience and lessons learned.
5. Security - We address the overall architecture to ensure security by convention vs configuration. We promote DevSecOps practices, so security isn’t seen to prevent teams from delivery in an efficient manner.
6. Improve Employee Experience - We create and implement your EUX strategy that adapts to a changing world, while improving security and user efficiency - resulting in improved colleague satisfaction and retention.
7. Sustainability - Achieve your sustainability goals through optimising your overall IT footprint and reducing costs.
We thrive on delivering customer value in every interaction.
If you are interested in hearing more or to see how we could help you, please get in touch [email protected]
