Job Description
IT Support Engineer PFH Technology Group is seeking IT Level 1 Helpdesk Support Engineers to join our expanding team. Based in Little Island, Co. Cork Initially a 12-month contract 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 users 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.