Technical Support Analyst
Overview:
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.
Helpdesk
* Serve as the primary point of contact for Level Two technical queries through the Helpdesk
* Diagnose and resolve a broad range of hardware, software, and network issues
* Escalate unresolved or complex problems to senior team members while maintaining responsibility for client communication
* Take ownership of assigned client networks and ensure their stability and performance
Documentation and Processes
* Log and track all service requests within the helpdesk system
* Document solutions and contribute to the internal knowledge base
* Assist with maintaining accurate documentation of client IT environments and configurations
Hardware and Software Setup
* Configure and deploy end user devices such as laptops, desktops, and printers
* Perform software installation, patching, updates, and basic troubleshooting
* Liaise with managed print vendors and configure print devices, including IP management
Maintenance and Monitoring
* Conduct regular system checks and updates to ensure security and operational uptime
* Support disaster recovery readiness through routine testing and updates
* Monitor and respond to automated alerts for assigned client systems, ensuring timely resolution or escalation
Client Interaction
* Build and maintain strong communication channels with end-users and client stakeholders
* Meet with clients periodically to review their requirements and gather feedback
* Ensure adherence to IT policies, procedures, and standards while guiding clients on best practices
* Identify opportunities to improve client systems or processes and propose recommendations
* Conduct regular account reviews and prepare reports on IT performance for internal use and client presentation
Project and Team Participation
* Assist with onboarding projects, system deployments, and data migrations
* Take on defined roles within IT projects to develop planning and execution skills
* Work collaboratively with peers and senior staff to ensure the timely delivery of project milestones
Incident Management
* Take ownership of client incidents, participating in incident response as required
* Create and manage cases with third-party providers for complex issues, ensuring clear and consistent follow-up
* Work with external providers when troubleshooting requires cooperation beyond internal resources
Process Development and Documentation
* Create and maintain client-specific documentation, including IT environments, processes, and configurations
* Develop and refine internal workflows to enhance efficiency and service quality
* Contribute to training new team members by documenting best practices and creating guides
Professional Development
* Actively pursue certifications and training aligned with company goals such as Microsoft, CompTIA, or ITIL
* Participate in internal and external training opportunities
* Shadow senior technicians to build advanced troubleshooting and client management experience
Why 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-time
Pay: €35,000.00-€38,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Company pension
* Industry Training