We are seeking a skilled individual to join our expanding technical team. As a valued member of the organisation, you will be responsible for providing desktop technical support to customers, ensuring the smooth operation and maintenance of IT infrastructure. All roles are based out of our Office in Plassey, Limerick. This is not a remote position.
Roles and Responsibilities
You will be serving as the first point of contact for customers seeking technical assistance over the phone, and/or email, the role involves the following.
* Collaborate with Helpdesk Staff to manage your queue of diverse customer tickets, ensuring each is resolved to the satisfaction of all parties.
* Accurately record incidents, categorise, and prioritise them according to company procedures.
* Document events, problems, and their resolutions thoroughly in ticket logs.
* Adjust your communication approach to match the technical understanding of the customer, enabling clear explanation of solutions or guidance during troubleshooting.
* Investigate and diagnose IT issues to identify root causes, working alongside end users, colleagues, and third-party vendors when necessary to resolve problems.
* Take ownership of issue resolution, monitoring progress closely and following the escalation procedure as required.
* Deliver accurate information regarding IT products or services.
* Regularly follow up and update customers, maintaining up-to-date information to ensure consistent, high-quality service delivery.
* Relay customer feedback or suggestions to the relevant internal team and identify opportunities to improve procedures.
* Support and troubleshoot PCs or laptops, printers, scanners, phones, VoIP systems, as well as Intranet, LAN, WAN, hardware, and software.
* Demonstrate knowledge in installing and maintaining security and anti-virus solutions, configuring firewalls, operating systems, software applications, and backup devices.
* Inhouse preparation work for projects, preparing equipment for the onsite engineers.
* Suggest improvements for service desk operations and service delivery.
* Adhere to customer service level agreements and internal Policies & Procedures in-line with ISO27001.
Qualifications
* At least 2+ years IT Administrator (or equivalent) experience operating within a multi-disciplined support team.
* Experience of IT Networks, Servers, and VoIP Technologies.
* Ability to diagnose and resolve technical issues and support the following: Windows Server, Active Directory, DHCP and DNS. Routing, VLAN and Core Network technology.
* Experience with MS Azure Active Directory (EntraID, Exchange Online, Intune), Windows 11, Microsoft Office suites (Office 365), Teams, SharePoint.
* Experience and familiarity with virtualisation technologies such as VMware or Hyper-V.
* Knowledge of VPN technologies and client VPN setup and configuration.
* Knowledge of routing on networks as a whole and Firewall experience desirable.
* Desktop Support, Including Windows 11, Apple OSX and Linux technology.
* Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
* Strong analytical, reasoning, and organisational skills are essential.
* Must be detail oriented and self-motivating.
* Ability to establish and maintain effective work relationships with all levels of personnel both internally and externally.
* Ability to continuously improve and upskill based on new technologies.
* Fluent English, both written and verbal.
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