Helpesk Support L2 - Dublin City Centre

Job Overview

The duties of the role will include;

  • A combination of in-house support, onsite preventative maintenance days, customer installations/upgrades, onsite remote support
  • Provide a point of contact for customers who need to log support incidents via phone or email
  • Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
  • Provide problem diagnosis, using appropriate support tools for hardware, software & in-house applications
  • Escalate more complex or critical issues to appropriate senior staff
  • Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
  • Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
  • Ensure processes, procedures and resolutions are documented and updated regularly on the Service Desk knowledge base
  • Develop and maintain a complete understanding of the clients products and on-going releases

Requirements :

  • Minimum 2-5 years experience of working in a Service Desk or busy support environment
  • Third Level qualification in field of IT
  • Experience supporting a user group of 50-100 clients.
  • Excellent Desktop, laptop and other user device support and troubleshooting
  • Administrative Knowledge of Server Support - 2003, 2008 and 2012
  • Microsoft Active Directory administration skills
  • Microsoft Exchange knowledge and Office 365 an advantage
  • Basic understanding of windows networking (IP, DHCP, DNS etc.)
  • Firewall, routing and switching experience an advantage
  • Good backup Software Support knowledge
  • Strong Interpersonal skills with ability to support and communicate with users on all levels
  • Good troubleshooting and analytical skills
  • Self starter who uses own initiative
  • A strong desire and ability to learn new technologies quickly

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