Job Description
We are seeking an experienced Technical Support Specialist to join our team. As a key member of our technical support group, you will be responsible for providing high-quality technical support to our customers across multiple sites.
Your primary role will involve responding promptly to helpdesk calls, troubleshooting hardware and software issues, and working closely with clients to deliver exceptional service. You will manage system administration tasks, liaise with third-party vendors, and collaborate with internal ICT teams to resolve complex problems and ensure smooth IT operations.
Key Responsibilities:
* Prioritise, manage and respond to helpdesk calls in a timely manner logged on the help desk system; including travel to sites to support users.
* Establish and build on good working relationships with customers.
* Troubleshoot and if required, refer hardware faults to third parties.
* System administration using Active Directory.
* Troubleshoot issues with Windows accounts/mailboxes.
* Troubleshoot system problems, diagnose and solve software faults e.g. Citrix.
* Install and configure computer hardware and peripherals, operating systems and applications.
* Liaise with third-party vendors for software/hardware installation.
* Deal with 'how to' and information requests including data security and ICT policies.
* Liaise with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues.
* Install individual software requests.
* Manage print devices - liaise with vendors including IP information.
* Access consoles to push or provide solutions for requests e.g. Content encryption.
Required Skills and Qualifications:
* 1 year's experience in an IT hardware environment with experience in Windows & 10 Windows 11 installations.
* Demonstrate good problem-solving, analytical and decision-making skills.
* Excellent customer service skills with an ability to empathise with users and help them adapt to their new technologies.
* User experience is key for this role.
* Excellent communication skills.
* Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing.
* Demonstrate evidence of production of quality deliverables.
Benefits:
We offer a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at our organisation. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.