IT Helpdesk Engineers X 2 (Office Based)

  • INET Computer Solutions Ltd.
  • Forest Park, Mullingar Business Park, Mullingar, County Westmeath, Ireland
  • 15/09/2022
Permanent Consultant Customer Service Information Technology Telecommunications Training

Job Description

Overview of Role:

As a Service Desk Engineer, you’ll enjoy a fast-paced busy, but fun environment working as part of a team. Each day presents different challenges! The service department is extremely busy and challenging and requires a person with the right combination of customer-facing skills and technical know-how.


The primary duty of this role is to provide IT support services to our client companies. Provide system level support of multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems.


Main Responsibilities:

  • Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
  • Ensure strict adherence to SLA when dealing with customer tickets/calls
  • Installing, configuring and troubleshooting of software and hardware.
  • Highlight any issues using our MSP platform on customer sites raising a service ticket and escalate using the correct escalation procedures.
  • Develop and maintain an in-depth technical knowledge of INET products, services and solutions
  • Perform routine day to day system security checks and backups and produce status reports
  • Work closely within the Team to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
  • Work with other technical staff to ensure connectivity and compatibility between systems
  • Document relevant technical information on INET portal and Help Desk CRM application (Autotask) including site schematics, system problems, problem resolution and knowledge base content
  • Record and maintain hardware and software inventories, site and/or server licensing and user access and security
  • May be required to provide technical training to customers - systems administration and end user
  • Maintain confidentiality with regards to the information being processed, stored or accessed.
  • Monitor Remote Managed Service Application
  • Other ad hoc duties as required


Experience / Education:

  • Relevant qualification and min 3+ years’ experience
  • Appropriate level of competence in documented technical skills
  • Industry standard accreditations desired – Microsoft MCSE/MCSA,MCP, A+, Network+ Cisco / - CCNA CCNP


Knowledge Of:

  • Microsoft Operating Systems
  • Microsoft Applications
  • Anti Virus/spyware/malware applications
  • Networking – TCP/IP – Switching – Firewalling, VPN etc
  • Industry Standard Troubleshooting Procedures

Good knowledge of hardware and associated technologies: Servers, desktop, laptop, tablets and printers, Operating systems – Microsoft Server 2008, 2012, Active Directory and various business applications

Ability to understand Microsoft Office 365 and Microsoft Azure knowledge preferred but not essentials as training will be given.

Essential:

  • Strong proactive customer service and interpersonal skills
  • The ability to prioritise and manage time effectively
  • Must have the ability to work independently or a part of a team
  • Good troubleshooting and analytical skills
  • Previous technical support experience and speak fluent English

An understanding of client-server applications would be a distinct advantage, as would one or more Microsoft MCPs or actively working towards certification.

Package: Salary Depending on Experience, Laptop

If this role excites and interests you we look forward to hearing from you. Please email your CV with a covering letter by clicking on the red text link below.