IT Support Engineer - Helpdesk

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    "city": "Little Island",
    "region": "Cork",
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    "location": {
      "city": "Little Island",
      "state": "Cork",
      "postalCode": "T45 HK71",
      "addressCountry": "Ireland"
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    "datePosted": "2025-06-18",
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    "description": "<p>IT Support Engineer Level 1<br></p>\n<p><br></p>\n<p>PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Role Overview:</span><br>As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are<br>experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support <br>for common hardware and software problems.<br></p>\n<p><br></p>\n<p>Location: Little Island, Cork<br>Contract Length: 12 Months<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities:</span><br>• Provide premium quality phone, email and remote support for customer servers to<br>diagnose and resolve technical issues<br>• Perform basic triage to ensure that the support calls are routed to the correct resolution<br>group<br>• Reassign and schedule support calls with the extended field and onsite engineering teams<br>• Communicate with customers on a regular basis via phone and email<br>• Scheduling service, pre-sales, projects, training and leave for all engineers<br>• Take an active part in team conference calls<br>• Logging calls (tickets) and keeping records of customer queries<br>• Analysing call logs so you can spot common trends and underlying problems.<br>• Updating helpdesk documentation so that support information is available and current for<br>each customer<br>• Testing and fixing faulty equipment<br>• PC builds and installations<br>• Execute any activities assigned<br>• Monitor and control any activities assigned<br>• Communicate activities updates to Service Delivery Manager and fellow Managed Services<br>team members (&amp; Project Team members when applicable)<br>• Complete timesheets daily<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Candidate Profile:</span><br>• An ability to communicate verbally and via email with all customers in simple and<br>understanding manner<br>• An understanding of the business impact of ICT Systems and devices<br>• An ability to follow through and close out all issues to customers’ satisfaction<br>• An ability to assess each user’s IT knowledge levels<br>• Being able to work under pressure<br>• An ability to think logically<br>• Ability to perform service desk admin functions to a high standard<br>• Good analytical and problem-solving skills<br>• Good interpersonal and customer care skills<br>• Good accurate records keeping<br>• Willingness to learn in a fast-paced environment<br>• Professional and flexible attitude <br></p>\n<p><br></p>\n<p>PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of <br>end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise <br>organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support <br>all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services <br>provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a <br>nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices <br>in Dublin, Cork and Galway.<br></p>\n<p><br></p>\n<p>We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the <br>basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, <br>race, religion, or any other legally protected status.<br>We are committed to ensuring that individuals with disabilities or access needs are provided with <br>reasonable accommodation during the recruitment process, to perform essential job functions, and <br>to access the full benefits of employment. Please contact us if you require accommodation at any <br>stage.</p>\n<p><br></p>\n<p>IND1</p>",
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