Technical Support Specialist

23 hours ago

Dublin, Dublin City, Ireland beBeeSupport Full time €45,000 - €60,000
Role Overview

As a skilled Technical Support Specialist, you will serve as the primary point of contact for local technical support at our organisation's customer sites.

Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals.

With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure.

Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

  • Serve as the first point of contact for technical support via phone, email, or chat.
  • Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
  • Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
  • Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
  • Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
  • Contribute to the development and maintenance of the IT knowledge base.
  • Deliver excellent customer service and build strong relationships with end-users.
Key Responsibilities

The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments.

  • Monitor system performance and identify potential issues proactively.
  • Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
  • Monitor and manage system alerts to address potential issues before they escalate.
  • Set up and configure new laptops, mobile devices, and peripherals.
  • Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
  • Manage user accounts, permissions, and access rights.
  • Install, update, and patch software applications according to company policy.
  • Maintain inventory of IT equipment and manage equipment lifecycle.
Qualifications

The ideal candidate will possess:

  • Minimum of 2-5 years of experience in deskside support.
  • Strong customer service orientation with excellent communication skills.
  • Ability to explain technical concepts to non-technical users.
  • Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
  • Experience with service desk management tools (e.g., ServiceNow).
  • Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
Benefits

We offer a comprehensive benefits package that prioritises employee well-being, professional growth, and financial stability.

  • A hybrid schedule allowing employees to strike a balance between work and life.
  • Private medical and life insurance coverage.
  • Free eye tests and contributions towards glasses.
  • Incentivised certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
  • A Profit Share scheme dividing a portion of the company's profits amongst employees.
  • A programme designed to support professional growth, Pathways Career Development Quarterly.

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