2nd Line Support Agent

  • 20 July 2022

Do you have 3+ years of IT Support Experience? We are looking for an IT Support Agent / 2nd Line Support for an international client. The role is based a few minutes outside of Dublin, Ireland. Apply now to speak with the team!

Requirements:

  • At least 3 year(s) of IT Support experience (traineeships count as experience)
  • Excellent knowledge of overall IT Landscape 
  • Good knowledge of Microsoft Office applications.
  • Good expertise on operating system environments (Microsoft OS; internet browsing, Linux and MAC OSX).
  • Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)
  • Good expertise on Mobile Device management (Apple and Android).
  • Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.
  • Experience in facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.
  • Experience in deploying/imaging desktops and laptops and performing hardware diagnostics.
  • Demonstrated ability to prioritize the incident and request.
  • Demonstrated knowledge of Analysis Tools/Commands.
  • Experience with ticketing systems (HP Service Center or other Ticketing systems).
  • Other skills: Excellent customer service, problem solving, analytical, time management, solution oriented, independent worker, team player, stress resistant, strong communication, able to work in multicultural environment, Punctual, meticulous and reliable.
  • Clean criminal report is a must.
  • Comfortable working in an international and multicultural working environment.
  • Plus points: Knowledge of/or experience in ITIL environment
  • Languages: English (fluent), other EU Language(s) are a plus

Job description:

  • Provide user friendly, on-hand support to the users in multiple locations.
  • Able to quickly assimilate complex procedures and information and work in autonomy
  • Able to manage complex and stressful situations that require rapid and effective resolution of incidents.
  • Perform analysis, diagnosis and resolution of desktop/Laptop, Printer, Mobile device, Copier and LAN and other miscellaneous hardware equipment problems for end users within Service Level Agreement guidelines.
  • Inform customers on the status of their Incidents/requests and ensure customer satisfaction.
  • Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets.
  • Handle face-to-face requests for technical assistance from the final users.
  • Provide special events’ support to the users’ community.
  • Take part in one-on-one information sessions with the users at a proximity location or a specific location (e.g. genius bar).
  • Provide VIP support to executives and high level visitors.
  • Provides timely resolution of end user problem in accurate manner

Apply Now

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