Cache of job #13536725

Job Title

IT Support Engineer - Tier 1

Employer

Hartley People

Location

Waterford

Description

Are you an experienced IT Support Engineer looking for a new opportunity? We have an exciting opportunity to be involved in a highly successful business in a unique environment. You will have responsibility for providing friendly, personable support to end-users on hardware, software, and network related problems, questions, and use. THE ROLE. • Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents at the Tier I level. • Create tickets, respond to tickets, and escalate tickets as necessary to the proper groups. Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem. • Assist other team members to ensure metrics and service levels are met. • Work with Tier II and Tier III to resolve technical problems. • Provide global remote access support for Citrix XenApp, VMWare View, Windows and Mac systems. • Provide timely responses to client and management requests. • Follow set policies and procedures when assisting clients to ensure proper handling of requests. • Opening, tracking, and closing trouble tickets; takes ownership and ensures end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. • Providing first-level problem resolution on the telephone with users; and walks the end-user through a series of steps to determine problem; classifies level, priority, and nature of problem. • Diagnosing problems and/or problem requiring physical interaction with end user; then notifying technical support specialists from required team. • Appropriately gather all necessary details before escalating issues to higher support tiers, as needed. THE PERSON. BSc/BEng in Computing or equivalent. At least 2 years experience as an IT Support Engineer. Customer service expereince of at least 1 year. Hartley People Recruitment work to the highest ethical standards within our industry and we value the trust that you place in us when you send your CV. If you meet the criteria for this position, we will provide a full consultation in confidence and we guarantee that your CV will not be sent to any of our clients without your consent. For immediate consideration please call Gary on 051-878813 or email your CV in response to this job posting.

Date Added

2769 days ago

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