IT Support Engineer Level 1 — Client IT Helpdesk

PFH Technology Group; Ireland; On-site; EUR 26,000 - 34,000; Full time

Job summary

PFH Technology Group are seeking an IT Support Engineer Level 1 to join our growing team in Little Island, Cork. You will be the first point of contact for clients, diagnosing and resolving common hardware and software issues and logging tickets.

In this role you will provide premium phone, email and remote support, perform basic triage, coordinate with field and onsite engineers, and update helpdesk documentation to keep information current for the team.

Qualifications

• Ability to communicate verbally and via email with customers in simple terms.
• Understanding the business impact of ICT systems.
• Ability to follow through and close out all issues to customers’ satisfaction.
• 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.
• Willingness to learn in a fast-paced environment.
• Professional and flexible attitude.

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
• 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)

Skills

Communication

Customer service

Problem solving

Attention to detail

Stress management

Logical thinking

Service desk admin

Job description

PFH Technology Group are seeking an IT Support Engineer Level 1 to join our growing team in Little Island, Cork. You will be the first point of contact for clients, diagnosing and resolving common hardware and software issues and logging tickets.

In this role you will provide premium phone, email and remote support, perform basic triage, coordinate with field and onsite engineers, and update helpdesk documentation to keep information current for the team.