Technical Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeSupport Full time €44,000 - €58,000
Desktop Support Engineer

This is a full-time permanent role with a leading financial services firm in Dublin.

  • Perform incident management on support products and services, responding to queries on PC's, laptops, terminals, printers, mobile devices, shrink wrap and in-house applications.

The role is responsible for 1st and 2nd level support through various channels, including phone, email and ticketing systems. The successful candidate will be part of the Service Centre which comprises the Service Desk and End User Technology teams who provide 1st and 2nd line IT support services across the company.

Key Accountabilities:
  • Perform incident investigation and diagnosis, request fulfilment, device build and deployment, software licensing and procurement as well as the administration of the knowledge base management system.
  • Drive technical content and departmental procedures to the knowledge base.
  • Complete requests to install software and build and deploy hardware.
  • Adhere to agreed service levels and promote quality measures.
  • Procure software and hardware on behalf of the business and ensure license compliance.
  • Maintain accurate records of incident and request progress and resolution.
  • Take responsibility for departmental functions or initiatives as directed.
Desired Knowledge / Experience / Skills:
  • At least 1 year's experience in a related technical support role.
  • IT, Computer Science or Business qualification.
  • Good problem solving and troubleshooting skills.
  • Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office and major shrink wrap business applications.
  • Excellent inter-personal skills.
  • Motivated to deliver a first-class customer service.
  • Handles challenges and difficult situations positively.
  • Willingness to learn and develop new skills.
  • Proven ability to self-manage and report on workload.
Behavioural Competencies:
  • Delivering Superior Customer Satisfaction
  • Problem Solving & Decision Making
  • Communication and Influencing
  • Team Working and Cross Functional Collaboration
  • Drive for Results

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