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Senior IT Help Desk Technician

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
Cork City
Salary Description:
Competitive Salary
Otter Products
Job Ref:
ID 2019-3046

The Senior IT Help Desk Technician will take the lead working cross-functionally to quickly identify production defects and impairments. This role is a key partner with the business on implementation and support for new and existing systems or related processes throughout the business. They will need to be a self-starter, have excellent communication skills, possess a customer centric mindset and require low supervision and direction.  Does this sound like you? If so, Otter Products may be a great place to grow your career!


• Work incidents assigned to the IT Help Desk Support team which could include user requests, defect troubleshooting and identification, and individual end-user training on system functionality

• Responsible for conducting Root Cause Analysis on all problems that impact the business, and implementing recommended changes where required

• Ownership of training documentation in the form of Knowledge Base articles for both End User and IT internal processes/defects/configuration

• Become subject matter expert (SME) for specific business applications.

• Collaborate on special projects or problem management issues

• Assist with maintenance and support of physical IT infrastructure. Liaisone with facilities to ensure health & safety 

• Troubleshoot software and hardware related issues both in person and remotely

• Purchase IT equipment within policy and department budgets

• Exercise professional judgement to do what is right for the company and customer at all times

• Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment

• Adhere to defined Service Level Agreements (SLA’s) as defined to deliver superior service

• Support large company events from a technical perspective such as supporting conferencing solutions and  visual display management

• Other duties as required


• Relevant 3rd level qualification - Experience in lieu of qualification may be considered

• Relevant industry qualifications e.g. CompTIA A+, CompTIA Network+  or equivalent is desirable (but not essential)

• 3+years in in an IT Help Desk Environment required.

• Experience providing end user support in an ITIL (Information Technology Infrastructure Library) based environment preferred

• Proficient in Microsoft Office®, especially Excel® and PowerPoint® and current Windows operating systems. Knowledge of Mac OS and related Apple devices is desirable

• Proficient oinf Active Directory users and groups as well as Exchange mailboxes and Outlook in Office365

• Experience working with ERP system and supporting EDI (EDIFACT & X12)  is desired

• Ability to quickly learn new programs and develop a high level of troubleshooting proficiency

• Ability to work in a fast paced, continuously changing environment

• Demonstrable experience in working cross functionally with all levels and departments within organisation

• Excellent written and verbal communication skills

• Effective time management skills – ability to multi-task and prioritize effectively

• Fluent written & verbal English is required. Another European language would be highly desirable.      

Otter Products EMEA is an equal opportunities employer (EEO)

Contact Details:
Otter Products
Tel: 0214910214
Contact: Kelly O'Sullivan

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