IT Support Engineer

Job Category:
Technical Support - L 1, 2,3
Job Type:
Contract
Level of IT Experience:
0-1 Year
Area:
Cork
Location:
Unspecified
Salary Description:
Competitive Salary Offered
Posted:
30/03/2021
Recruiter:
PFH Technology group
Job Ref:

PFH Technology is seeking IT Level 1 & 2 Technical Support Engineers


Cork based for initial training (3/4 weeks) and then remote working


Due to our continued expansion, we are looking for IT Support Engineers to join our Managed Services Division supporting a key Public Sector Client.


Responsibilities

· 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 and Qualifications

· 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 


No visa sponsorship available for this position


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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