The Opportunity:

We are looking for an experienced and dedicated Helpdesk Engineer to join our helpdesk team. This role will involve writing documentation, remote monitoring, and management, and resolving L1/L2 service requests, incidents, and problems.  

You have a natural ability to interact with users and key stakeholders (our internal customers) helpfully and professionally and have excellent problem solving and troubleshooting skills. You have a solid technical background (knowledge or experience with Office365 is required).

This will be hybrid role, you will be happy to work from our office in Swords, Co. Dublin twice a week.

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the customer through the problem-solving process.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Writing and editing training manuals.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Monitor and respond quickly to incoming requests relating to IT issues.
• Maintain computer systems and act as support if any system goes down.
• Responsible for PC’s, Printers, Servers, and related equipment 
• Maintain user PCs, including upgrades and configuration as needed.
• Ensure smooth onboarding of new users
• Liaising with foreign customs & excise for delivery of equipment
• Keep inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.

Desired Experience:

• 3+ years’ experience as a Helpdesk Engineer or other Technical Support role.
• Good understanding of computer systems, mobile devices, and other tech products.
• Experience with Office 365, Azure Active Directory and Domain Controllers. Knowledge if Microsoft Autopilot/Intune would be beneficial.
• Ability to diagnose and resolve fundamental technical issues.
• Excellent communication skills and an ability to work with users across all levels of the organisation. 
• Customer-oriented and cool-tempered.
• Excellent problem solving and troubleshooting skills.
• BSc/BA in IT, Computer Science, or relevant field.

• Flexible/Hybrid Working Model
• Career growth – tailored learning & development, tuition assistance and professional certification.
• Health & Wellbeing – dental & health insurance, reduced corporate gym membership.
• Work Life Balance – 25 days annual leave, flexible working, sports & social club.
• Family – paid maternity & paternity leave, life assurance, income disability cover.
• Financial – competitive salary, pension, bike to work, travel TaxSaver, relocation assistance.