Job Description

  • Employment Type: Full Time
  • Job Location: Republic of Ireland, Dublin West
  • Date Posted: Posted 2 weeks ago
  • Salary:Starting salary of between €30,950 - €40,000

With over 6,000 colleagues across our stores, warehouses and offices in the Republic of Ireland and Northern Ireland we are a big and ambitious team. We know our people are our greatest asset and our success is down to the commitment and dedication of our team.

We are seeking a customer-focused, highly motivated and tech savvy IT Service & Support Engineer to join our IT Service Team. The IT Service & Support Engineer will be researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. We are looking for someone who can take ownership of customer issues reported and see problems through to resolution.
IT Service & Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require detailed instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Your Tasks

  • Research and identify solutions to software and hardware issues in Store, Warehouse & Office environments;
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customer-targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritise and manage several open issues at one time
  • Liaise with external service providers to deliver business requirements
  • Create and maintain procedural documentation for service provision and incident resolution

Your Profile

  • Minimum of 2 years’ experience in a similar role with demonstrable service ethos and direct client-facing experience
  • 3rd level degree in a relevant field
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Working Knowledge of ServiceNow a distinct advantage
  • Ability to provide step-by-step technical help, both written and verbal
  • Flexibility and good work ethic
  • Very proficient in spoken and written English
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

We Offer

  • Starting salary of between €30,950 – €40,000
  • 20 days holidays rising to 25 days after 2 years
  • Private employee medical insurance
  • Company pension after 12 month’s service
  • Initial training and on-going development
  • Excellent opportunities for career progression
  • New office facility with free parking
  • On-site gym and canteen

Location

Head Office Dublin
Tallaght
Co. Dublin Dublin

Contract Type

Full-Time

Business Area

Experienced Hires

Reference nr.

IT SSE HO Q121

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