Helpdesk Support Agent – Dublin

ICT Services; Dublin; In loco; EUR 32.000 - 42.000; Tempo pieno

Descrizione del lavoro

ICT Services in Ireland seeks a technically minded, customer-first helpdesk support agent to join our team and own issues end-to-end. You will handle calls and tickets, perform Level 2 diagnostics, and coordinate field engineers.

Experience with Windows, networking basics, and remote tools is valued, along with clear communication and problem-solving skills. Adaptability to learn cash handling systems is essential.

Competenze

• Technical aptitude — Windows, networking basics, remote tools, methodical fault-finding.
• Customer focus — clear communication, empathy, and the ability to explain tech in plain language.
• Problem solving — gather the facts, form a hypothesis, test it — not guess.
• Adaptability — calm under pressure, willing to train on new cash handling systems.

Mansioni

• Handle incoming calls and tickets, triaging and resolving issues at first contact wherever possible.
• Carry out deeper Level 2 diagnostics — log analysis, remote access, configuration and firmware.
• Coordinate field engineers, schedule maintenance visits, and support engineers on site remotely.
• Monitor systems proactively, assist with firmware rollouts, and help build out knowledge base documentation.
• Produce reports, manage parts shipping, and keep tickets fully documented within SLA.

Conoscenze

Windows OS

Networking basics

Remote tools

Fault finding

Customer focus

Communication

Problem solving

Adaptability

Descrizione del lavoro

We’re ICT, and we keep cash handling systems running across Ireland — 364 days a year, 8am to 8pm. We’re looking for a technically minded, customer-first support agent to join our helpdesk team and own issues end-to-end.

What you’ll do

• Handle incoming calls and tickets, triaging and resolving issues at first contact wherever possible
• Carry out deeper Level 2 diagnostics — log analysis, remote access, configuration and firmware
• Coordinate field engineers, schedule maintenance visits, and support engineers on site remotely
• Monitor systems proactively, assist with firmware rollouts, and help build out knowledge base documentation
• Produce reports, manage parts shipping, and keep tickets fully documented within SLA

What we’re looking for

• Technical aptitude — Windows, networking basics, remote tools, methodical fault-finding
• Customer focus — clear communication, empathy, and the ability to explain tech in plain language
• Problem solving — gather the facts, form a hypothesis, test it — not guess
• Adaptability — calm under pressure, willing to train on new cash handling systems

Nice to have

• Previous Level 1/2 helpdesk experience, or a background in cash handling, electronic cash management, or similar technical support environments