IT Support Specialist / Helpdesk

eir business talent; Cork; On-site; EUR 32,000 - 42,000; Full time

Job summary

eir business talent is seeking an IT Support Specialist / Helpdesk for our client based in Cork. The role covers in-person support for End User Computing, desk-side assistance, and incident resolution in a 12-month engagement.

You will diagnose issues, provide excellent customer service, document steps, and maintain technical records. Irish work eligibility is required; the position is Cork office based.

Qualifications

• Excellent customer service skills.
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation.
• Excellent English-language oral and written communication skills.
• Excellent time management and multi-tasking skills.
• Flexibility and adaptability to thrive in a dynamic, highly-demanding environment.
• Ability to maintain composure and customer-service focus in stressful situations.
• Motivation and ability to work as part of a distributed team.
• Conceptual understanding of IP networking and basic network troubleshooting skills.
• Experience providing hardware and software technical support for IOS devices.
• Experience troubleshooting macOS and iOS tools & applications and operating systems.
• Experience in using any ITSM tool (e.g Service Now).

Responsibilities

• Provide technical support to Client employees and contractors in person.
• Provide high level of customer service and professionalism in accordance with client policies and expectations.
• Diagnose and troubleshoot technical issues according to client expectations.
• Document issues, troubleshooting steps, and resolutions in ticketing system.
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution.
• Escalate unresolved complex issues to appropriate support teams.
• Able to perform self-sustaining and work with little to no oversight.
• Maintain complete technical documentation.

Skills

Customer service

Troubleshooting

English communication

Time management

Team collaboration

Networking basics

IOS support

macOS support

ITSM tools

Tools

ServiceNow

Job description

eir business talent is currently seeking applicants for IT Support Specialist / Helpdesk for our client based in Cork.

IT Support Specialist / Helpdesk

Location: Cork - Office Based

Duration: 12 months initially with intent to extend

Overview

Our client is looking for a dedicated and proactive helpdesk analyst with strong interpersonal skills and knowledge on mac OS and iOS devices. He/she will provide in-person support for End User Computing.

Your responsibilities

• Provide technical support to Client employees and contractors in person
• Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations
• Diagnose and troubleshoot technical issues according to client expectations
• Document issues, troubleshooting steps, and resolutions in ticketing system
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
• Escalate unresolved complex issues to appropriate support teams
• Able to perform self-sustaining and work with little to no oversight
• Maintain complete technical documentation

Your Profile

Essential skills/knowledge/experience

• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
• Excellent English-language oral and written communication skills
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• Motivation and ability to work as part of a distributed team
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Experience providing hardware and software technical support for IOS devices
• Experience troubleshooting macOS and iOS tools & applications and operating systems
• Experience in using any ITSM tool (e.g Service Now)

Training

Client expectations, policies and procedures will be provided by Client training instructors.

Candidates should hold appropriate RTWs for Ireland i.e. Stamp1G Dependant, Stamp 4, Irish/British/EU passport.

Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.

Contact: 0858564199

Ref: EET8274

eirbusinesstalent, eir business and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eirbusiness talent, eirbusiness and our clients apply all relevant Data Protection laws when processing your Personal Data.

If you choose to apply to this opportunity and share your CV or other personal information with eirbusiness talent, eirbusiness and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eirbusiness talent and eirbusiness.