IT Helpdesk Engineer

PFH Technology Group•Paradise, NL

1d•Onsite

About The Position

PFH Technology Group is seeking a Helpdesk Engineer to be based onsite with their client in Clonmel. This is a 12-month contract position. The role involves providing premium quality phone, email, and remote support for customer servers, performing basic triage to ensure calls are routed correctly, and reassigning/scheduling support calls with extended teams. The Helpdesk Engineer will communicate regularly with customers, schedule services, pre-sales, projects, training, and leave for engineers, and participate in team conference calls. Responsibilities also include logging calls (tickets), keeping records of customer queries, analyzing call logs to identify trends, updating helpdesk documentation, testing and fixing faulty equipment, PC builds and installations, executing assigned activities, monitoring and controlling assigned activities, communicating activity updates to the Service Delivery Manager and team members, and completing timesheets daily.

Requirements

An ability to communicate verbally and via email with all customers in simple and understanding manner
An understanding of the business impact of ICT Systems and devices
An ability to follow through and close out all issues to customers’ satisfaction
An ability to assess each user’s IT knowledge levels
Being able to work under pressure
An ability to think logically
Ability to perform service desk admin functions to a high standard
Good analytical and problem-solving skills
Good interpersonal and customer care skills
Good accurate records keeping
Willingness to learn in a fast paced environment
Professional and flexible attitude

Responsibilities

Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues
Perform basic triage to ensure that the support calls are routed to the correct resolution group
Reassign and schedule support calls with the extended field and onsite engineering teams
Communicate with customers on a regular basis via phone and email
Scheduling service, pre-sales, projects, training and leave for all engineers
Take an active part in team conference calls
Logging calls (tickets) and keeping records of customer queries
Analysing call logs so you can spot common trends and underlying problems.
Updating helpdesk documentation so that support information is available and current for each customer
Testing and fixing faulty equipment
PC builds and installations
Execute any activities assigned
Monitor and control any activities assigned
Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable)
Complete timesheets daily