IT Support Engineer - Helpdesk

PFH Technology Group; Little Island; On-site; EUR 30,000 - 36,000; Full time

Job summary

PFH Technology Group are seeking an IT Support Engineer Level 1 to join our growing team in Little Island, Cork. The role is the first point of contact for clients experiencing IT issues and involves troubleshooting, logging tickets, and providing support for common hardware and software problems.

You will handle premium quality phone, email and remote support, perform basic triage, and coordinate with field and onsite engineers.

Qualifications

• Strong verbal and written communication required to interact with customers clearly.
• Ability to analyze issues and determine root causes.
• Good problem-solving skills for technical and service issues.
• Proven customer service mindset with ability to manage expectations.
• Accurate records keeping of tickets and actions taken.
• Willingness to learn new tools and processes in a fast-paced environment.
• Professional and flexible attitude suited to a busy MSP setting.

Responsibilities

• Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues.
• Perform basic triage to route calls to the correct resolution group.
• Reassign and schedule support calls with extended field and onsite teams.
• Communicate activities updates to Service Delivery Manager and team members.
• Complete timesheets daily and document call progress and resolutions.
• Test and fix faulty equipment and assist with PC builds and installations.

Skills

Communication skills

Analytical thinking

Problem solving

Customer service

Records keeping

Learning agility

Adaptability

Team collaboration

Job description

IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.

Role Overview

As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support for common hardware and software problems.

Location: Little Island, Cork
Contract Length: 12 Months

Key Responsibilities

• Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues
• Perform basic triage to ensure that the support calls are routed to the correct resolution group
• Reassign and schedule support calls with the extended field and onsite engineering teams
• Communicate with customers on a regular basis via phone and email
• Scheduling service, pre-sales, projects, training and leave for all engineers
• Take an active part in team conference calls
• Logging calls (tickets) and keeping records of customer queries
• Analysing call logs so you can spot common trends and underlying problems.
• Updating helpdesk documentation so that support information is available and current for each customer
• Testing and fixing faulty equipment
• PC builds and installations
• Execute any activities assigned
• Monitor and control any activities assigned
• Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable)
• Complete timesheets daily

Candidate Profile

• An ability to communicate verbally and via email with all customers in simple and understanding manner
• An understanding of the business impact of ICT Systems and devices
• An ability to follow through and close out all issues to customers' satisfaction
• An ability to assess each user's IT knowledge levels
• Being able to work under pressure
• An ability to think logically
• Ability to perform service desk admin functions to a high standard
• Good analytical and problem-solving skills
• Good interpersonal and customer care skills
• Good accurate records keeping
• Willingness to learn in a fast-paced environment
• Professional and flexible attitude

PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.

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