IT Support Engineer

Competitive
Permanent
Limerick
20 Jan 2020
BBBH751342

IT Support Engineer

My client, a large well established company in Limerick is looking to hire an experienced IT Support Engineer.

This is will a exciting role in a fast-paced environment where the successful individual will be handling a number of tickets as well as gaining exposure to new technologies and learning new skills daily.

You will work as part of an overall Service Desk & Deskside Support team to ensure that all issues and
requests submitted to the centralised IT Service Desk and assigned to your queue are dealt with promptly.

Day-to-day of the role:
* Logging & owning support issues and incidents until resolution and acting as primary support liaison between company and its customers.
* Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with SLAs throughout the lifecycle of the issue.
* Analysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by SLA's
* Development of workarounds for software issues reported where workarounds do not already exist
* Identification of training needs for customers and development of operation documents to address these issues
* Collaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability
* Setup of test environments as necessary.
* Communicating application problems and issues to key stakeholders.
* Preparing end user and technical user documentation
* Supporting Professional Services team in the field for all project requirements.

Skills and Qualifications:
* Bachelor's degree in computer science or related field advantageous
* Minimum of 2 years' hands-on experience
* Strong aptitude for learning new technologies and understanding how to utilize them in a customer
facing environment
* Strong interpersonal communication and customer service skills are needed to work successfully
with customers in high urgency and or ambiguous situations
* Excellent written and verbal communication skills in English as this will be a customer-facing role

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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Ellen Walsh's picture
Consultant | IT Recruitment
Cork 353 (0) 21 2300300 | ellenwalsh@morganmckinley.com