IT Support Engineer - Helpdesk

IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.

• Role Overview:
• As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are
• experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support
• for common hardware and software problems.

• Location: Little Island, Cork
• Contract Length: 12 Months

• Key Responsibilities:
• •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

• Candidate Profile:
• •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 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.

• We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the
• basis 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 with
• reasonable accommodation during the recruitment process, to perform essential job functions, and
• to access the full benefits of employment. Please contact us if you require accommodation at any
• stage.

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