Level 1 IT Support Engineer

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
Cork
Location:
Cork City
Salary Description:
Negotiable
Posted:
08/11/2022
Recruiter:
PFH Technology group
Job Ref:
BBBH580

PFH Technology Group are seeking a Level 1 IT Support Engineer to be based onsite with our client in Cork.

* Hybrid Role
* Permanent Contract

Duties Include:

* 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 onsite 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 helpdesk 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 timesheets daily

Skills Required:

* 2+ years experience

* 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 customers' 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

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.

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Contact Details:
PFH Technology group
Tel: 01
Contact: Kate Ruane

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