Enet is Ireland's largest, open access network provider, building and operating the largest alternative wholesale telecoms network in Ireland.
As the Customer Service / Help Desk Representative at Enet, you will provide first-line customer service, helpdesk, and operational support for both retail and business customers in our Network Operations Centre. You will be the voice of our organisation, ensuring customers and vendors receive exceptional service, rapid incident resolution, and proactive communication.
This role operates on a hybrid working model, of 4 days per week in our Limerick office. This role reports directly to the ICT Service Manager.
Key Responsibilities:
Customer Contact Management – Handle inbound and outbound calls, monitor shared inboxes, and respond to chat or digital channel enquiries in real-time.
Incident & Request Handling – Diagnose, prioritise, and categorise customer-reported issues; allocate to engineering teams with complete and accurate ticket information.
First-Line Resolution – Provide immediate assistance for simple queries, service requests, and common troubleshooting scenarios.
Ticketing & Tracking – Open, update, and close trouble tickets following ITIL-aligned incident management procedures to ensure full traceability.
Escalation Management – Follow defined escalation paths, alerting Incident or NOC Manager.
Customer Communication – Deliver clear, timely updates to customers throughout the resolution process, using language they can understand.
Service Performance & Reporting – Prepare and submit weekly/monthly reports on customer tickets, incident trends, and service performance metrics.
Collaboration – Liaise with internal teams and external vendors to resolve issues, improve processes, and share operational insights.
Continuous Compliance – Adhere to all documented procedures, security protocols, and quality standards.
Key Skills / Qualifications:
Experience: 0-1 years customer care or technical support, ideally in telecoms, ICT services, or a high-availability service environment (B2B experience considered).
Education: Ideally third-level qualification in telecoms, ICT, business, or related field preferred.
Industry Knowledge: Understanding of telecommunications networks, service operations, or business connectivity solutions.
Technical Skills: Proficient in Microsoft Office; familiarity with CRM and ticketing systems; comfortable learning new software tools quickly.
Excellent written and spoken communication in English.
Strong documentation skills with attention to detail.
Active listening, empathy, and problem-solving ability.
Flexible and adaptable with a willingness to learn emerging telecom trends.
Capable of working under pressure, both independently and as part of a team.
What we offer:
Generous company pension contribution.
Performance-based annual bonus.
25 days annual leave, increasing each year up to 28 days.
Additional day off for your birthday.
Diverse and welcoming work environment – awarded Investors in Diversity Silver award in 2025.
Hybrid working model.
Training & educational assistance programmes.
Monthly wellbeing initiatives.
Charity partnership & community volunteer days.
Employee Assistance Programme.
Death in Service/Long Term Disability Benefit.
Speed Fibre Group (the home of Enet and Magnet+) is an inclusive employer, and is committed to providing reasonable accommodations for potential and existing employees with any kind of disability. Should you wish to request a reasonable accommodation we encourage you to let us know when you apply.