Level 1 Technical Support

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
Central Dublin, Cork, Limerick
€100 to €350 per day
Salary Description:
Apply for further details
itContracting – an eir evo company
Job Ref:

itContracting are seeking to recruit a Level 1 Technical Support based in Cork.

This role offers a hybrid working approach.

Purpose of the role:

- Functioning as a single point of contact for critical BTI service escalations – and single source of communications and related information/status.
- Providing Business context, correlation and prioritization insight across infrastructure operations
- Performing cross functional engagement, escalation and coordination for major business impacting events
- Conducting proactive trend analysis, risk identification and management, and incident avoidance

Roles and Responsibilities

- Monitor Global Command Center hotlines, GCC Info center tool, and email for escalation of critical issues/outages impacting Pfizer’s business line.  Escalations can be made via the Service Desk, Application teams, and Infrastructure teams.
- Triage and perform impact assessment on all escalations following defined processes, selecting appropriate next steps
- Cross-Team coordination through conference bridge lines and other communications methods, ensuring all parties drive to resolution
- Timely communication of potential and confirm business impacting events to Pfizer stakeholders.  Status communications through to resolution.
- Tracking of all GCC activities and escalations in the GCC event Database
- Proactive monitoring of GCC analytics views, identifying trends, and taking proactive actions as required.  Based on proactive analysis, extrapolate, and take actions to manage risks and avoid service disruptions.
- GCC lead role assisting with the managing of the team and ensuring processes are being executed and timely communications occurring.


- Excellent communications skill both verbal and written, and able to communicate succinct, accurate, and timely fashion.  Ability to effectively communicate technical issues and challenges to various Pfizer business lines
- Accept responsibility and exhibit a ‘take charge’ demeanor, be it in managing an incident or facilitating process improvement
- Strong process mindset – will be required to adhere to standard processes for tracking activities, handling events and communicating with other parties
- Analytical skills – ability to identify pattern and trends within data, and extrapolate actions
- Knowledge and experience of ITIL Service Management Lifecycle Framework (Incident/Problem and Change Management) processes with PC Knowledge in IM/MS Outlook/Service Center/SharePoint/MS Office Excel/PowerPoint/Word, etc.
- Ability to work independently and in a team environment in a flexible work scheduled as needed to ensure coverage, including working weekends


- Previous experience using a ticketing system
- 1 – 2 years experience in an I.T Helpdesk setting or simialr 
- Excellent written and verbal communication skills for communicating with multi-functional teams. 
- Proven track record of working to tight timeline. 
- Ability to run ad hoc user access queries and reports as required. 
- Demonstrated ability to learn quickly, add value immediately and meet service level agreements Desired 

Candidates must be eligible to work in Ireland or currently hold a Stamp 1G/4 Visa to apply.
For more information, please apply here or contact Holly Grant (holly.grant@itcontracting.ie) in itContracting directly.
Eirevo / itContracting is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Eirevo / itContracting apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with Eirevo / itContracting, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at Eirevo / itContracting.

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Contact Details:
itContracting – an eir evo company
Tel: 014396803
Contact: Holly Purcell Grant

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