Support Specialist

IntelStack; Leinster; On-site; EUR 32,000 - 42,000; Full time

Job summary

IntelStack is seeking a skilled, proactive helpdesk analyst to support End User Computing in Ireland. You will provide in-person IT support for employees and contractors, diagnose issues, and document resolutions.

You should have strong English communication, solid troubleshooting, and the ability to work with minimal supervision within a distributed team environment. Experience with macOS and iOS is required.

Qualifications

• 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 client 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, 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

Job description

Our client is seeking a skilled, 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

Essential skills/knowledge/experience

• 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 our client devices
• Experience troubleshooting macOS and iOS tools & applications and operating systems
• Experience in using any ITSM tool (e.g Service Now)