IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team. Role OverviewAs an IT Support Engineer Level 1 you will be the first point of contact for our clients who areexperiencing IT issues. You will be troubleshooting, logging tickets, and providing technical supportfor common hardware and software problems.

Key ResponsibilitiesProvide premium quality phone, email and remote support for customer servers todiagnose and resolve technical issuesPerform basic triage to ensure that the support calls are routed to the correct resolutiongroupReassign and schedule support calls with the extended field and onsite engineering teamsCommunicate with customers on a regular basis via phone and emailScheduling service, pre-sales, projects, training and leave for all engineersTake an active part in team conference callsLogging calls (tickets) and keeping records of customer queriesAnalysing call logs so you can spot common trends and underlying problems.

Updating helpdesk documentation so that support information is available and current foreach customerTesting and fixing faulty equipmentPC builds and installationsExecute any activities assignedMonitor and control any activities assignedCommunicate activities updates to Service Delivery Manager and fellow Managed Servicesteam members (& Project Team members when applicable)Complete timesheets dailyCandidate ProfileAn ability to communicate verbally and via email with all customers in simple andunderstanding mannerAn understanding of the business impact of ICT Systems and devicesAn ability to follow through and close out all issues to customers satisfactionAn ability to assess each users IT knowledge levelsBeing able to work under pressureAn ability to think logicallyAbility to perform service desk admin functions to a high standardGood analytical and problem-solving skillsGood interpersonal and customer care skillsGood accurate records keepingWillingness to learn in a fast-paced environmentProfessional and flexible attitudePFH Technology, owned by Ricoh a Japanese based global ICT company, is a premier provider ofend-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterpriseorganisations.

We have unrivalled vendor relationships. We can procure, design, deploy and supportall your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Servicesprovide the technology and expertise to mitigate risk and reduce your costs immediately. We have anationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with officesin Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on thebasis 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 withreasonable accommodation during the recruitment process, to perform essential job functions, andto access the full benefits of employment. Please contact us if you require accommodation at anystage