Technical Support AnalystOverview:The Technical Support Analyst is a key frontline member of the technical team, responsible for delivering Level Two support to our clients. This role blends hands-on troubleshooting, proactive client care, and clear communication. The successful candidate will resolve escalated issues, own the technical health of assigned client environments, and contribute to the overall quality of our managed services. This is a full-time office-based role.Company Background:We are Right Cloud. We are a Managed Service Provider focused on cloud first solutions based in the heart of Dublin 2. Established in 2001 we provide support solutions to primarily the SME marketplace.HelpdeskServe as the primary point of contact for Level Two technical queries through the HelpdeskDiagnose and resolve a broad range of hardware, software, and network issuesEscalate unresolved or complex problems to senior team members while maintaining responsibility for client communicationTake ownership of assigned client networks and ensure their stability and performanceDocumentation and ProcessesLog and track all service requests within the helpdesk systemDocument solutions and contribute to the internal knowledge baseAssist with maintaining accurate documentation of client IT environments and configurationsHardware and Software SetupConfigure and deploy end user devices such as laptops, desktops, and printersPerform software installation, patching, updates, and basic troubleshootingLiaise with managed print vendors and configure print devices, including IP managementMaintenance and MonitoringConduct regular system checks and updates to ensure security and operational uptimeSupport disaster recovery readiness through routine testing and updatesMonitor and respond to automated alerts for assigned client systems, ensuring timely resolution or escalationClient InteractionBuild and maintain strong communication channels with end-users and client stakeholdersMeet with clients periodically to review their requirements and gather feedbackEnsure adherence to IT policies, procedures, and standards while guiding clients on best practicesIdentify opportunities to improve client systems or processes and propose recommendationsConduct regular account reviews and prepare reports on IT performance for internal use and client presentationProject and Team ParticipationAssist with onboarding projects, system deployments, and data migrationsTake on defined roles within IT projects to develop planning and execution skillsWork collaboratively with peers and senior staff to ensure the timely delivery of project milestonesIncident ManagementTake ownership of client incidents, participating in incident response as requiredCreate and manage cases with third-party providers for complex issues, ensuring clear and consistent follow-upWork with external providers when troubleshooting requires cooperation beyond internal resourcesProcess Development and DocumentationCreate and maintain client-specific documentation, including IT environments, processes, and configurationsDevelop and refine internal workflows to enhance efficiency and service qualityContribute to training new team members by documenting best practices and creating guidesProfessional DevelopmentActively pursue certifications and training aligned with company goals such as Microsoft, CompTIA, or ITILParticipate in internal and external training opportunitiesShadow senior technicians to build advanced troubleshooting and client management experienceWhy Join Us?Join our small but dedicated team, where you will play a direct role in supporting clients and driving service excellence. This position offers a strong pathway for developing technical expertise, expanding project experience, and progressing within a growing MSP.Job Type: Full-timePay: €35,000.00-€38,000.00 per yearBenefits:Bike to work schemeCompany eventsCompany pensionIndustry Training