The HelpDesk Support Engineer is a contract role that requires 6+ months of experience with the potential for extension. This position is based in Cork and involves working onsite.
The Role
This role involves providing technical support to client employees and contractors via phone, chat, and/or email. The engineer must provide a high level of customer service and professionalism in accordance with client policies, practices, and expectations.
* Diagnose and troubleshoot technical issues according to client expectations.
* Document issues, troubleshooting steps, and resolutions in a ticketing system.
* Advocate for the caller, owning the issue from initial contact to resolution.
* Escalate unresolved complex issues to appropriate support teams.
Key Qualifications
The ideal candidate will possess:
* Excellent customer service skills.
* Strong troubleshooting and problem resolution skills, with the ability to probe, isolate, and diagnose problems without scripted documentation.
* Excellent English-language oral and written communications skills.
* Excellent telephone, chat, and email etiquette.
* Excellent time management and multi-tasking skills.
* Flexibility and adaptability to thrive in a dynamic, highly-demanding environment.
* Able to maintain composure and customer-service focus in stressful situations.
* Motivation and ability to work as part of a distributed team.
* Conceptual understanding of IP networking and basic network troubleshooting skills.
* Conceptual understanding of multi-tiered and web-based information systems architecture.
* Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV.
* Experience troubleshooting macOS and iOS operating systems.
* Experience using an IT service management or CRM system.
Requirements
Applicants should hold the necessary RTWs for Ireland (i.e., Stamp 1G, Stamp 4) or hold an Irish/British/EU passport.