Level 1 Support Engineer
Responsibilities:
* Manage all Incidents and service requests within SLA
* Log Incidents and Requests accurately in the PSA Tool (Autotask)
* Resolve technical problems with software applications or network systems
* Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
* Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
* Escalate incidents to higher level when unable to resolve
* Create new/update existing Knowledge Articles within documentation platform (ITGlue)
* Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
* Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible
* Must be a self-starter capable of working on one's own initiative
Requirements:
* 2+ years in a similar role
* Excellent Trouble Shooting skills and must be able to demonstrate by way of example
* Fluent English and excellent written, verbal communication skills with attention to detail
* Able to think through, communicate and present information effectively to all levels within the organisation
* A flexible, can-do attitude
* IT qualification Diploma/Degree
* Microsoft Certifications desirable
Technical Skills :
* Active Directory Administration
* Office 365 Administration
* Excellent Desktop skills
Job Types: Full-time, Permanent
Pay: €30,000.00-€35,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Employee discount
* Sick pay
* Work from home
Experience:
* Service technician: 2 years (required)
Work authorisation:
* Ireland (required)
Work Location: In person