OFFICES IN DUBLIN, CORK, LIMERICK, SINGAPORE TEL: (01) 517 5777 / (021) 235 2550
ASPIRA is a leading Enterprise IT Company, with offices in Dublin, Cork, Limerick and Singapore, and listed in the FT Top 1000 High Tech companies in Europe for 2017.
We have exciting opportunities for junior and mid-level Technical Support staff, based in our Cork Office. The successful applicants will be working directly with our clients – both in the enterprise sector for multinationals and public bodies, and also working with growing SME’s as they build out and expand their IT infrastructure.
This makes for a varied and exciting workplace, requiring willingness to learn new technologies and the ability to be adaptable to change and good under pressure. We hire people who enjoy working within a collaborative team, sharing knowledge and best practices, working together to grow our company by delivering great service to our client base.
Reporting to the Aspira IT Manager, the successful applicants will work as part of a broader team.
Management of incoming Support Tickets, assigning them to the appropriate resources and monitoring ticket progress.
Providing direct technical support to our customers across a range of IT Infrastructure and network elements. Assisting with troubleshooting problems, advising customers through technical challenges, closing and tracking issues and reporting on these issues. The position also involves keeping certain groups updated on issues.
For Mid-Level roles, we require a minimum of 3 years’ experience in a relevant environment. Junior roles can be less than 3 years’ experience.
Technology areas that are of particular interest to us include:
o Deal with customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with Company procedures.
o Track and take ownership of all outstanding queries to ensure follow through in all cases.
o Maintain an up-to-date level of service, systems and procedural knowledge.
o Maintain ongoing communication with other departments within the organization to maintain target levels of performance and ensure top class collaboration and customer service.
o Help maintain a good team and working environment through assisting fellow team members, particularly in relation to technical matters.
Personal Competencies that we look for include:
o Ability to work well as part of a team and also the ability to work independently and demonstrate initiative
o Attention to detail - appropriate use of change control procedures and communication
o Excellent communication and call handling skills, demonstrating fluency in written and verbal communications and the ability to articulate detailed technical instructions.
o Strong customer focus, able to interact with internal and external stakeholders at all levels
o Ability to multi-task, make priority calls and manage time effectively, engaging with customers and colleagues in a responsive manner
Candidates with a relevant Degree will be preferred (e.g. Computer Science, Cloud Computing, Networking, IT, etc.)