We are working with Technology University Dublin to offer a 6 month internship programme within our IT Department. The successful intern will be working and gaining invaluable real-life experience and exposure to a broad range of IT systems, platforms, and environments.
The experience should provide a key understanding of the work environment and what employers expect of good employees, alongside an opportunity to explore possible future career options, increased self-understanding, maturity, independence, and self-confidence.
The chosen candidate will be working in a team of eleven staff in the Sherry FitzGerald IT Department. The department includes Director, Infrastructure Manager, Systems Administrator, Project Leads, Digital Systems, and Service Desk teams.
Daily duties consist of supporting almost 400 users, and troubleshooting issues across several technologies including Microsoft Windows platforms, Zoom Phone system, Apple Mac, and mobile device fleet management which includes Apple and Android. Also Working and supporting Office 365.
They will be supporting 100 offices across Ireland, 30 main offices in Dublin, alongside 3 large regional offices in Cork, Limerick, and Galway.
Scope:
The intern will gain great experience in supporting end users directly across a wide range of technologies including both hardware and software. They will gain experience/awareness areas working in the following areas:
Service Desk:
- Basic knowledge of web technologies & web database structures.
- Active Directory user account management.
- Windows 10/11 Enterprise edition.
- Microsoft Office 365.
- Zoom for Business.
- Desktop/Laptop Hardware config and maintenance (predominantly Dell & HP).
- Smart Phones - Commissioning and deployment of.
- Tablets - Commissioning and deployment of.
Level 3:
The chosen candidate will additionally gain exposure at an enterprise level in the following areas whilst working with the Level 3 team:
- Active Directory.
- Group Policy.
- Azure - Azure Active Directory, Storage Accounts, Security, etc.
- Exchange Online.
- M365 Defender.
- Microsoft Endpoint Manager.
- VMware vSphere.
- Server Hardware and configuration.
- Windows Deployment Services.
- Enterprise backup service and solutions.
- Robotic Process Automation.
- Enterprise level Antivirus solutions.
- Anti-Spam platform.
Tasks & Duties:
The primary day-to-day duties include:
- Logging customer calls.
- Analyse incoming requests and determine appropriate solutions.
- Managing, documenting, and updating work instructions and customer calls.
- Provide remote support to diagnose an HW/SW problem on an End User workstation or peripheral device. Perform remote Break/Fix activities.
- They will work as part of a broader team and liaise with the IT Team and/or 3rd party suppliers to resolve problems where appropriate.
- They will learn good personal skills that will include:
- Excellent communication & interpersonal skills.
- Excellent telephone manner
- Ability to work around issues and be creative as regards problem-solving.
- Ability to communicate technical information to non-technical staff.
- Will learn to work as part of a team.
- Will gain experience in:
- Troubleshoot web content publication issues from various CRM feeds
- Build desktop/Ultrabook from base level install (hard drives, Ram, NICs, motherboard).
- Support and troubleshoot peripherals (printers, IP phones, patching, etc.)
- Configure, support, and troubleshoot Smart Phones
- Troubleshoot hardware, software, and network problems – determine the location of problems and resolve all local hardware and network issues. Escalate issues related to software errors and network problems.
- Support users to an advanced level on file management and sharing, email management, MS Office, and industry-specific applications.
Web Executive
Working alongside our Web Executive and Systems department on the following items:
- Technical management of Web content creation & upkeep using the CMS platform
- Maintaining administrative content on mySherryFitz.
- Logging and attending to Service Desk tickets relating to the websites and other IT support issues
- Maintaining our website cookie policy and ongoing compliance
- Working on development projects assisting with evaluation, development & integration of customer Web portals