Job Description Technical Support Engineer
Company
IT Alliance Group Limited
Position (Title)
Technical Support Engineer
Skills Banding Level
Helpdesk Level 1
SalaryRange
DOE
Reporting to
Team Lead
Department
Managed Services
Location
City West, Co. Dublin
Scope of Position
The Helpdesk Support Engineer will offer support within our Citywest based Multinational customer providing technical assistance for hardware/software issues.
Position Responsibilities
· Provide initial point of IT support contact for all internal employees worldwide
· Aim to have a high issue resolution level at first point of contact
· Log calls accurately and document incident information within the Call Tracking System.
· Provide proper problem escalation and follow up to provide exceptional customer satisfaction
· Define and document helpdesk solutions and operating procedures
· Recommend customer actions to provide on-phone resolution of issues.
· Utilise approved centralized tools, processes, knowledge bases and procedures.
· Escalate more complex or critical issues to appropriate 2nd level staff.
· May be called upon to work on special projects external to support workload.
· Ensure a high level of service and customer satisfaction
Technical Competencies
· Good knowledge of XP/Win7
· Working Knowledge of MS Office and Outlook
· Working knowledge of Networking including wireless networking and VPN
· Proven ability to diagnose issues involving common desktop applications
· Commitment to learning and development of creative support solutions
Business Competencies
· Good communications and teamwork skills and a positive attitude are essential
· Third level qualification would be desirable but not essential
· Knowledge of clarify, Netscape Communicator*, Unix & Linux an advantage
Experience Required
· At least 1 year + experience within an IT role
Personal Skills
· Standards in all areas of activity
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