IT Support Engineer – NSD

PFH Technology Group is seeking IT Helpdesk Support Engineers to join our service desk team due to continued expansion.

Based in Little Island, Co. Cork
Initially a 12 month contract

· 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

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 20000/27001 24*7 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.