L1 syndicated desk

PFH Technology Group are seeking a Helpdesk Engineer to be based onsite with our client in Cork.

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)
• Complete timesheets daily

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 20000/27001 24*7 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.