IT Support Agent

2 weeks ago

Dublin, Dublin City, Ireland Staycity Group Full time

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Welcome to Staycity Group, a thriving and rapidly expanding aparthotel operator, making waves across the heart of Europe With an impressive track record of multiple new aparthotels opening each year, we're on an unstoppable journey, with exceptional properties across iconic European cities like London, Dublin, Berlin, Edinburgh, Paris, and Venice.

Benefits

Paid Maternity, Surrogacy, Adoptive & Paternity leave
Comprehensive Health and Dental Insurance - from day 1.
Annual leave: 25 days (plus Christmas Eve and Good Friday)
Matched pension contributions.
Competitive bonus.
Staff rates: From €25 per night
Education: Role-relevant higher-education expenses, including tuition and books
Volunteer days: 2 paid volunteer days with registered charities
EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)
Opportunities for career growth into Level 2 IT Support, Systems Administration, or specialist IT roles.
A supportive, collaborative environment where innovation and service excellence go hand in hand.

We Would Love You To Have

Previous experience in an IT support or service desk role (1-2 years desirable, but not essential for the right candidate).
IT certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are an advantage.
Experience with helpdesk/ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk) is preferred.
Hospitality IT exposure (PMS, POS, guest Wi-Fi) would be a bonus.
Strong communication skills with a customer-focused approach.
Basic understanding of networking (IP, DNS, Wi-Fi, VPN).
Familiarity with Windows and/or Mac operating systems.
Knowledge of Active Directory, Office 365, and collaboration tools.
Ability to follow ITIL or structured troubleshooting methodologies.
Well organised, detail-oriented, and able to work under pressure.

What You Can Do For Us

Frontline Support: Act as the first point of contact for IT queries from Staycity colleagues via phone, email, or ticketing system.
Troubleshooting: Diagnose and resolve issues with hardware, software, networks, and business applications (e.g., PMS, booking systems, Office 365).
Escalation: Record detailed issue logs and escalate more complex incidents to Level 2/3 support teams when required.
User Setup & Access: Support with onboarding/offboarding tasks, including account creation, password resets, and permissions management.
Device & Equipment Support: Provide assistance with laptops, desktops, printers, mobile devices, and in-property systems (e.g., Wi-Fi, key card systems, POS terminals).
System Monitoring: Keep an eye on alerts and notifications, ensuring issues are logged and resolved quickly.
Knowledge Sharing: Document fixes, processes, and FAQs to build and maintain the IT knowledge base.
Customer Service: Deliver a friendly, helpful, and solution-focused experience for all colleagues, ensuring minimal disruption to guest operations.
On-Call Duties: Participation in a rotating on-call schedule is required to ensure out-of-hours support coverage.
Office Attendance: Hybrid working arrangement - office-based Monday to Wednesday every week, and Monday to Friday every second week.

We'd love to hear from youSeniority level

Seniority levelEntry level

Employment type

Employment typeFull-time

Job function

Job functionOther
IndustriesIT System Training and Support

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