Level 1 Service Desk Engineer

22 hours ago

Dublin, Ireland Landmark Technologies Ltd Full time

The main purpose of the role

The L1 engineer is responsible for resolving incident/service requests within defined SLA’s; identifying and implementing automation opportunities and areas for service delivery improvement. This role is the first line of contact for our customer base via phone/email and will be a critical part of the team, responding to our customers in a courteous and professional manner at all times, identifying easy‑fix tickets, and knowing when to elevate to higher levels.

This role is entry level as full training will be given, however some experience in a customer services/Tech Support role would be advantageous.

Currently this role operates on a 3/2 Rota – with the applicant required to be in office Monday, Tuesday and Thursday with Wednesday and Friday as work from home.

Prime responsibilities

- Work closely with Service Delivery Lead/Manager, Operations Manager and other engineers to provide technical support to end users.

- To escalte where appropriate to L2/Management tickets and customer contacts.

- Be Landmark's voice to the customer as our first point of contact in the chain.

- Recommend and present processes and technical improvements and automations to the business.

- To prioritize and manage many open cases at one time – multitasking.

- Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.

- To develop and maintain records, prepare reports, and correspondence for escalated incidents.

- Keeping all assigned tickets up to date and client’s communicated with regularly.

- Making sure all time is entered within tickets while on the go doing tickets. (Live time entry)

- Responsible for increasing proactive score (KPI) thus achieving the proactive objective.

- Suggest Documentation for Knowledgebase and procedures.

- Ensure that Senior Management is aware of any significant issues which require their attention.

- Identify any other requirements or make recommendations that would make the operation of the help desk more efficient for Landmark and our clients.

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