IT Helpdesk Engineer
PFH Technology Group are seeking a Helpdesk Engineer to be based onsite with our client in Clonmel.
Location: Clonmel, Tipperary
Contract: 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
IND001
Skills Required
- Ability to communicate verbal and written
- Understanding of ICT Systems impact
- Problem-solving skills
- Ability to work under pressure
- Good interpersonal and customer care skills
What We Do
PFH Technology Group, a Ricoh Company, is Ireland's largest ICT services and solutions provider with 800+ employees (600+ technical). We deliver innovative, end-to-end technology solutions to businesses across public and private sectors. With a nationwide presence and a reputation for excellence, PFH specialises in IT infrastructure, cloud services, cybersecurity, managed services, and workplace transformation. As a trusted partner, PFH combines technical expertise with cutting-edge technologies to empower organisations, driving digital transformation and business success. And as part of the Ricoh global family, PFH leverages Ricoh's international resources, while maintaining its commitment to local expertise and customer-centric service.
