PFH Technology Group is seeking IT Level 1 Helpdesk Support Engineers to join our expanding team.
Role
An IT Support Engineer Level 1 you will be the first point of contact for our clients who are experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support for common hardware and software problems.
Location: Little Island, Cork
Contract: 12 Months
Key Responsibilities
Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues
Perform basic triage to ensure that the support calls are routed to the correct resolution group
Reassign and schedule support calls with the extended field and onsite engineering teams
Communicate with customers on a regular basis via phone and email
Scheduling service, pre-sales, projects, training and leave for all engineers
Take an active part in team conference calls
Logging calls (tickets) and keeping records of customer queries
Analysing call logs so you can spot common trends and underlying problems.
Updating helpdesk documentation so that support information is available and current for each customer
Testing and fixing faulty equipment
PC builds and installations
Execute any activities assigned
Monitor and control any activities assigned
Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable)
Complete timesheets daily
Candidate Profile
An ability to communicate verbally and via email with all customers in simple and understanding manner
An understanding of the business impact of ICT Systems and devices
An ability to follow through and close out all issues to customers' satisfaction
An ability to assess each user's IT knowledge levels
Being able to work under pressure
An ability to think logically
Ability to perform service desk admin functions to a high standard
Good analytical and problem-solving skills
Good interpersonal and customer care skills
Good accurate records keeping
Willingness to learn in a fast-paced environment
Professional and flexible attitude
PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have 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 PFH. 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.
We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.