First Line Support Engineer

SLEEPLESS SERVER SOLUTIONS LIMITED; Galway; On-site; EUR 31,000 - 42,000; Full time

Job summary

Stryve is recruiting a First Line Support Engineer for our Galway Service Desk. The role carries a 39-hour work week with frontline phone, email, and remote support to diagnose and resolve client issues.

You will log tickets, maintain client records, and escalate as needed while contributing to knowledge base documentation. Candidates should have strong communication skills, 2+ years in support, and fluent English.

Qualifications

• Minimum 2 years of experience in frontline or technical support.
• Bachelor’s level education preferred.
• Fluent English is required (C2) for customer interactions.

Responsibilities

• Provide phone, email, and remote support to diagnose and resolve client issues.
• Log and maintain accurate ticket records with proper categorisation and detail.
• Escalate tickets in line with priority and Service Desk Manager/Coordinator guidance.
• Maintain and update helpdesk documentation for each client account.

Skills

Communication skills

Troubleshooting

Customer Service

Interpersonal Skills

Collaboration

Decision Making

Initiative

Teamwork

English Fluency

On-call Availability

Education

Level 9 Qualification (Postgraduate & Diploma & Master)

Job description

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Application Details

In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit.Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy.

Job Description

Job Description:Stryve is seeking a First Line Support Engineer to join our Service Desk team, based at our Galway office at 9 Innova Rooms, 8 Liosbain Retail Centre, Tuam Road. This is a permanent, full-time 39 hour a week role providing frontline technical support to our client base.Key Responsibilities:Provide phone, email, and remote support to diagnose and resolve technical issues for clientsPerform initial triage and route support calls to the correct resolution groupLog and maintain accurate ticket records, ensuring correct categorisation and detailCommunicate regularly with clients on ticket status and resolution progressEnsure inbound calls and voicemails are answered and returned within agreed timeframesMaintain and update helpdesk documentation for each client accountEscalate tickets appropriately in line with priority and Service Desk Manager/Coordinator guidanceCarry out additional duties as assigned by the Service Desk Manager/Coordinator and ManagementRequirements:Strong communication skills, both written and verbalAbility to diagnose and triage technical issues across a range of client environmentsComfortable working in a fast-paced, client-facing support environmentWillingness to participate in an on-call rota outside normal business hoursPay: €36,606.00 per yearAbility to commute/relocate:Galway, County Galway: reliably commute or plan to relocate before starting work (required)Education:Bachelor's (preferred)Language:English fluently (required)Work Location: In person

• Sector: information and communication

Career Level

• Experienced [Non-Managerial]

Candidate Requirements

Essential

• Minimum Experienced Required (Years): 2
• Minimum Qualification: Level 9 (incl Post Graduate & Diploma & Master Degree)

Desirable

• Ability Skills: Customer Service, Interpersonal Skills
• Competency Skills: Collaboration, Decision Making, Initiative, Teamwork
• Languages: English C2-Master (Fluent)