Deskside Support Engineer – Level 1

Deskside Support Engineer – Level 1

Location:
Cork
Type:
Contract
Category:
Contracting, Technology
Salary:

€25,000  - €27,000 DOE

Level 1 Deskside Support Engineer – Dublin

We're currently looking for a Deskside Engineer Level 1 for a temporary contract in Dublin

As part of the role, you will be providing Level 1 support to our customers end users.

Duties include:

  • The purpose of the role is to provide resolution to Helpdesk service requests in a timely manner and to demonstrate technical expertise and exceptionally good customer service skills
  • Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
  • Identify, evaluate and prioritize customer problems and complaints to ITIL standards
  • Analyze customer problems and formulate plans of resolution.
  • Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
  • Assist in evaluating new services, processes and technologies introduced at the helpdesk.
  • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
  • Work with departmental staff to promote, develop, and maintain high standards of customer service.
  • Escalate unresolved issues to support leads, designated service group or client help desk.
  • Additional projects as required.

To be suitable for this role you will need the following:

 Essential / Minimum Criteria

  • Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
  • Able to quickly build rapport with customers, colleagues and management
  • Candidates should have a high level of motivation and focus on their daily tasks
  • Candidates must have previous and relevant VOIP experience
  • Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
  • Demonstrate IT competencies in the following areas;
  • Windows XP / 7/8
  • MS Office 2007 / 2010
  • Active Directory

Desirable Criteria

  • Relevant IT Certification or equivalent
  • Previous call centre or customer service experience for a minimum 1 year.
  • ITIL awareness or ITIL foundation certified.
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