Level 1 Technical Support Agent

3 weeks ago

Dublin, Dublin City, Ireland Arthur Cox LLP Full time
Level 1 Technical Support Agent

Application Deadline: 2 September 2025

Department: Information Technology

Employment Type: Permanent - Full Time

Location: 10 Earlsfort Terrace, Dublin 2, D02 T380

Reporting To: Help Desk Manager - IT Department

Description Known for a culture of innovation over our 100-year history, Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client's business, and the wider legal industry. Join our IT Helpdesk team where your skills make a real difference. Your contributions will help to directly shape our Firm with meaningful work that drives results. Who we are currently seeking:

We are seeking a confident, professional, motivated, resourceful and "eager to develop" IT Support Agent to join our Corporate IT Service Desk Team.

Our IT Helpdesk Support Agents are the first point of contact for our employees hence trust, reliability and professional delivery are key to this role. The successful candidate will provide Tier 1 support who provide 24/7 technical assistance to our 850-person law firm.

Reporting to: IT Helpdesk Team Manager

Key Responsibilities
  • Working as part of a close-knit technical support team providing 24/7 end user support in a professional services environment. Provide On call support after several months, as well as early and late shifts.
  • Troubleshooting a wide range of technical issues of varying complexity.
  • Assisting with the configuration, maintenance & troubleshooting of Windows 10 & 11, Mac OSx & Apple iOS devices. Office 365, Service Desk Ticketing systems, Inventory Management Software, MDM Platforms, Active Directory, Microsoft Products - Office, Exchange, Teams, Endpoint Protection software.
  • Provide best in class end user technical support, both in person and remotely.
  • Interact with Tech Support colleagues, Infrastructure Support and Applications teams to escalate and investigate more complex problems.
  • Documenting and recording resolutions to closed requests to build the internal knowledge base.
  • Assist Service Desk colleagues with new user setups and on boarding.
  • Maintain hardware inventory.
  • Adhere to established policies and procedures.
  • Ensure all queries are solved quickly and with the utmost courteous professionalism.
Skills, Knowledge and Expertise
  • 2-3 years' experience in an IT End User Support role in a high paced Corporate IT Service Desk Team.
  • Willingness to go the extra mile in solving technical support issues.
  • Excellent written and verbal communication skills.
  • Customer Interaction: Ability to engage with customers directly when necessary to resolve escalated issues. Ensure a high level of customer satisfaction through effective expectation setting, communication and problem-solving.
  • Ownership: Proactive disposition with a willingness for hands-on teamwork, demonstrating attention to detail and the ability to take ownership of work.
  • Communication: Ability to build rapport and elicit problem details from end users and explain technical concepts to non-technical users.
  • Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and develop effective solutions in a time pressured environment.
  • Team Player: Collaborative mindset with the ability to work well in a team environment. Willingness to share knowledge and support colleagues.
  • Customer Focused: Commitment to providing exceptional customer service and ensuring customer satisfaction.
  • Desire to excel in a collaborative and supportive work environment.
Benefits We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with a market leading remuneration package and benefits including:
  • Discretionary annual bonus scheme
  • Attractive annual leave
  • Immediate pension scheme
  • TaxSaver and Bike to Work scheme
  • Professional membership fees
  • Full gym and wellness programme
  • Healthcare
  • Fantastic development opportunities
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