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IT Support Engineer - Help Desk

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
0-1 Year
€25,000 to €30,000 per annum
Salary Description:
Competitive Salary Offered
PFH Technology group
Job Ref:

PFH Technology is seeking IT Level 1 Technical Support Engineers

Cork based

Due to our continued expansion, we are looking for IT Support Engineers to join our Managed Services Division supporting a key Public Sector Client.

· 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 on-site 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 help-desk 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 time sheets daily

Skills and Qualifications
· 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 customer's 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

No visa sponsorship available for this position

PFH 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 20000/27001 24*7 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 450 dedicated professionals, including over 350 qualified engineers, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

Contact Details:
PFH Technology group
Tel: 01
Contact: Michelle McGrath

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