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IT Support Engineer Level 1
PFH Technology Group is seeking an IT Support Engineer Level 1 to join our growing team.
Role Overview
As an IT Support Engineer Level 1, you will be the first point of contact for our clients experiencing IT issues. Your responsibilities include troubleshooting, logging tickets, and providing technical support for common hardware and software problems.
Location:
Dublin, Cork, Galway (depending on the role assignment)
Key Responsibilities
- Provide high-quality phone, email, and remote support for customer servers to diagnose and resolve technical issues.
- Perform basic triage to ensure support calls are routed correctly.
- Reassign and schedule support calls with extended field and onsite engineering teams.
- Communicate regularly with customers via phone and email.
- Schedule services, pre-sales, projects, training, and leave for engineers.
- Participate in team conference calls.
- Log calls (tickets) and maintain records of customer queries.
- Analyze call logs to identify trends and underlying problems.
- Update helpdesk documentation to ensure support information is current.
- Test and repair faulty equipment.
- Build and install PCs.
- Execute assigned activities and monitor progress.
- Communicate updates to the Service Delivery Manager and team members.
- Complete timesheets daily.
Candidate Profile
- Excellent verbal and written communication skills.
- Understanding of ICT systems and their business impact.
- Ability to follow up and resolve issues to customer satisfaction.
- Ability to assess users' IT knowledge levels.
- Work well under pressure.
- Logical thinking.
- Perform service desk admin functions to a high standard.
- Strong analytical and problem-solving skills.
- Good interpersonal and customer care skills.
- Accurate record keeping.
- Willingness to learn in a fast-paced environment.
- Professional and flexible attitude.
PFH Technology, owned by Ricoh, is a leading provider of ICT solutions and managed services, serving SMEs to large enterprises. We have extensive vendor relationships and offer procurement, design, deployment, and support services. Our ISO-certified cloud and managed services help mitigate risk and reduce costs. With offices in Dublin, Cork, and Galway, we have a nationwide network of over 750 professionals.
We are an equal opportunity employer and value diversity. We do not discriminate based on age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other protected status.
We are committed to providing reasonable accommodations for individuals with disabilities or access needs during recruitment and employment. Please contact us if you require assistance at any stage.
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