IT Support Engineer - Helpdesk

IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.

Role Overview

• As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are
• experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support
• for common hardware and software problems.

Location: Little Island, Cork

Contract Length: 12 Months

Key Responsibilities

• 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

Candidate Profile

• 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 Technology, owned by Ricoh – a Japanese based global ICT company, 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 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 750 dedicated professionals, ready to meet your ICT needs, with offices
• in Dublin, Cork and Galway.
• We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the
• basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation,
• race, religion, or any other legally protected status.
• We are committed to ensuring that individuals with disabilities or access needs are provided with
• reasonable accommodation during the recruitment process, to perform essential job functions, and
• to access the full benefits of employment. Please contact us if you require accommodation at any
• stage.

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