IT Support Engineer - Helpdesk

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 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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