Technical Support

Salary: DOE Location: Ireland Kerry Experience: 1+ years similar experience Job no: ZB017Job Status: Full Time Permanent

1st Line Support Analyst 

Market Rates – DOE

Large Enterprise Client, Complex Environment

Our client who is a multinational company based in the heart of County Kerry, they are aggressively expanding and looking for talented individuals such as you. You will be working as a part of the CSC support team managing each request correctly, opening tickets and dispatching efficiently while communicating with the customer to ensure complete satisfaction.

What you’ll be doing:

  • Respond to requests for technical assistance via phone, electronically and/or in person
  • Diagnose and resolve technical issues
  • Assign/Escalate incidents to appropriate Resolver groups – ensuring customers are kept up to date
  • Follow standard Helpdesk Procedures
  • Log all Help desk Interactions
  • Identify and escalate situations requiring urgent attention
  • Inform Management of recurring problems
  • Manage current call queue
  • DR Recovery support that is required throughout the year. This requires support on-site at weekends
  • Reporting – create/manage/improve Helpdesk reports
  • Daily system hand-over reporting to global senior management

What you will need (All nice to haves rather than essential):

  • Previous Call Centre experience
  • Knowledge of ITIL service delivery best practices
  • Windows XP/7 and above
  • Good understanding of MS Office applications
  • Have worked in/with a Citrix environment in the past
  • Good understanding of Active Directory
  • Good understanding of Lotus Notes database structure and usage
  • DameWare or any other remote tools
  • Troubleshooting Hardware (Currently using Lenovo Desktop & Laptops)
  • Knowledge of Apple Mac/iPad a plus
  • Blackberry user support
  • Symantec Endpoint Protection
  • Foreign language skills (French, German, Japanese, Russian) a plus

To succeed in this role, you will need to be a faster learner with good logical thinking, prepared to be flexible in regards to working time when required with the ability to work under pressure while ensuring a good standard of work.

Send me your CV with any supporting documents if you wish to have a confidential conversation 

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