IT Support Engineer - Helpdesk

IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.

Role Overview

As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are

experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support

for common hardware and software problems.

Location

Little Island, Cork

Contract Length

12 Months

Key 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

Candidate Profile

• 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 Technology, owned by Ricoh – a Japanese based global ICT company, 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 750 dedicated professionals, ready to meet your ICT needs, with offices

in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the

basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation,

race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with

reasonable accommodation during the recruitment process, to perform essential job functions, and

to access the full benefits of employment. Please contact us if you require accommodation at any

stage.

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