Deskside Support Engineer

PFH Technology are looking for an Onsite Deskside Support Engineer to join our client’s growing IT Team.

Location: Model Farm Road, Cork

Contract: Perm

Responsibilities may include, but are not restricted to:

Role:

• Knowledge of Teams/MS applications/Multifactor authentication/Zoom webinar support

• Prioritise, manage and responding to Managed Service helpdesk calls to meet required SLA’s.


• Establish and build on good working relationship with customers. 


• Troubleshoot and if required, referral of hardware faults to third parties.


• Install and configure computer hardware and peripherals, operating systems, and applications.


• Liaise with third party vendors for software\hardware installation. 


• Deal with ‘how to’ and information requests including data security and ICT policies 


• Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues.


• Document new solutions


• Install individual software requests


• Follow and adhere to ServiceDesk processes, procedures and follow escalation process and other matters as appropriate. 


• Troubleshooting network issues – VPN, Wifi


• Troubleshooting printer issues – Access, Installation


• Troubleshooting software issues – Installation, Updates, Licence

Other 

• Any support of customers from a widespread of countries would be beneficial i.e. a global service desk

• Coordinate office activities to secure efficiency and compliance to procedures and processes 


• Create and update SOP’s


• Submit timely reports and prepare presentations/proposals as assigned.


• Assist colleagues as requested.  

Experience: 

• Experience in working on an ITIL aligned Helpdesk is required.


• Strong Windows 10 desktop skills


• Management of Intune for deployments


• Hardware break fix on Laptops

Business Competencies:

• Excellent written and oral communication skills


• Excellent teamwork and interpersonal skills.


• Proven ability to organise work with an organized manner


• Self-starter with a willingness to take responsibility


• The ability to interact with key stakeholders in a professional manner

Education 

• Third Level Education Qualification is preferable.


• IT industry certifications (Microsoft/Lenovo)

Experience

• 1 – 2 years in a similar role

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.