<p><strong>Level 1 Deskside Support Engineer </strong></p><p>In this Level 1 Technical Engineer position you will be responsible for providing technical assistance across all clients in our Managed Services Department. </p><p> </p><p><strong><em>Duties Include:</em></strong></p><p>· Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues </p><p>· Perform basic triage to ensure that the support calls are routed to the correct resolution group</p><p>· Reassign and schedule support calls with the extended field and onsite engineering teams</p><p>· Communicate with customers on a regular basis via phone and email</p><p>· Scheduling service, pre-sales, projects, training and leave for all engineers</p><p>· Take an active part in team conference calls</p><p>· Logging calls (tickets) and keeping records of customer queries </p><p>· Analysing call logs so you can spot common trends and underlying problems. </p><p>· Updating helpdesk documentation so that support information is available and current for each customer </p><p>· Testing and fixing faulty equipment </p><p>· PC builds and installations </p><p>· Execute any activities assigned </p><p>· Monitor and control any activities assigned </p><p>· Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable) </p><p>· Complete timesheets daily </p><p> </p><p><strong><em>Skills Required: </em></strong></p><p>· An ability to communicate verbally and via email with all customers in simple and understanding manner </p><p>· An understanding of the business impact of ICT Systems and devices </p><p>· An ability to follow through and close out all issues to customers’ satisfaction </p><p>· An ability to assess each user’s IT knowledge levels </p><p>· Being able to work under pressure </p><p>· An ability to think logically </p><p>· Ability to perform service desk admin functions to a high standard </p><p>· Good analytical and problem-solving skills </p><p>· Good interpersonal and customer care skills </p><p>· Good accurate records keeping </p><p>· Willingness to learn in a fast paced environment </p><p>· Professional and flexible attitude </p><p> </p><p>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.</p><p> </p>
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