IT Helpdesk Engineer
PFH Technology Group is seeking an enthusiastic Level 1 IT Helpdesk Engineer to be based on site with their client in Limerick.
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)
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 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 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.
