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IT Support Engineer - Cork

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
0-1 Year
Salary Description:
Competitive Salary Offered
PFH Technology group
Job Ref:

Level 1 Deskside Support Engineer                                              

In this Level 1 Technical Engineer position you will be responsible for providing technical assistance across all clients in our Managed Services Department.    


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:

·       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.


Contact Details:
PFH Technology group
Tel: 01
Contact: Michelle McGrath

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