Onsite Support Engineer

2 weeks ago

Cork, Cork, Ireland W3Global Full time

Join to apply for the Onsite Support Engineer role at W3Global.

Location: Cork, Ireland (5 days work from Office).

Type of employment: Permanent/Fixed term employment.

Job Description
  • Provide technical support to employees and contractors in person.
  • Deliver high levels of customer service and professionalism in accordance with client policies and expectations.
  • Diagnose and troubleshoot technical issues according to client standards.
  • Document issues, troubleshooting steps, and resolutions in the ticketing system.
  • Own the issue and facilitate technical support from initial contact to resolution, advocating for the customer.
  • Escalate unresolved complex issues to appropriate support teams.
Key Qualifications
  • Excellent customer service skills.
  • Strong troubleshooting and problem resolution skills, with the ability to probe, isolate, and diagnose problems without scripted documentation.
  • Excellent English oral and written communication skills.
  • Exceptional time management and multi-tasking skills.
  • Flexibility and adaptability in a dynamic, demanding environment.
  • Ability to maintain composure and customer-service focus in stressful situations.
  • Motivation and ability to work as part of a distributed team.
  • Conceptual understanding of IP networking and basic network troubleshooting skills.
  • Understanding of multi-tiered and web-based information systems architecture.
  • Experience supporting Macs, iOS devices, Apple Watch, and Apple TV.
  • Experience troubleshooting macOS and iOS operating systems.
  • Experience using IT service management or CRM systems for tracking support cases.
  • Experience using a knowledge base system.
Additional Details
  • Seniority level: Entry level
  • Employment type: Contract
  • Job function: Information Technology
  • Industry: Staffing and Recruiting
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