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Support Engineer

DESCRIPTION
Privately owned and operated Irish software and services company looking to add a level 1 Support Engineer to their busy support team.

Company Overview:
Privately owned and operated Irish software and services company providing innovative technologies used by legal firms, accountants and professional services.

Background to the role:
The company are currently going through a significant period of growth and looking to add a level 1 Support Engineer to their busy support team. The role is based in their Swords office.

Job summary and purpose:
• You will be required to diagnose and resolve level 1 support issues by phone, email & using our remote login software within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills.
• Analyse customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
• Work with departmental staff to promote, develop, and maintain high standards of customer service.
• Escalate unresolved issues to relevant support levels.

The ideal candidate:
• At least 1 to 1.5 years’ proven experience within a helpdesk role
• Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
• Able to quickly build rapport with customers, colleagues and management
• Candidates should have a high level of motivation and focus on their daily tasks
• Candidates are encouraged to seek out opportunities within the business
• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
• Demonstrate IT competencies in the following areas;
Microsoft desktop software and applications, Backup & recovery technology (local/cloud)
Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy)
Hardware (PCs, laptops, printers/scanners, mobile devices), AV/Anti-Spam/Filtering Software

If this could be you:

Email a CV and covering letter to glennon@expd8.com.

IT Field Engineer

DESCRIPTION

Privately owned and operated Irish software and services company looking to add a Field Engineer to their busy support team.

Company Overview:
Privately owned and operated Irish software and services company providing innovative technologies used by legal firms, accountants and professional services.

Background to the role:
The company are currently going through a significant period of growth and looking to add a Field Engineer to their busy support team.

Job summary and purpose:
• You will be required to diagnose and resolve support issues by phone, email & using our remote login software within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain high standards of customer service.
• Escalate unresolved issues to relevant support levels.
• Be responsible for onsite client installs, repairs and resolution.
• Prep all IT hardware before onsite installs
• Be the first point of response for onsite emergency callouts
• Be responsible for end-to-end process for onsite return and repair
• Liaise direct with the client with regards to providing updates on onsite callouts

The ideal candidate:
• At least 1 to 1.5 years’ proven experience within an IT helpdesk or IT Field Engineer role
• Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
• Able to quickly build rapport with customers, colleagues and management
• Candidates should have a high level of motivation and focus on their daily tasks
• Candidates are encouraged to seek out opportunities within the business
• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
• Demonstrate IT competencies in the following areas;
Microsoft desktop software and applications, Backup & recovery technology (local/cloud)
Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy)
Hardware (PCs, laptops, printers/scanners, mobile devices), AV/Anti-Spam/Filtering Software

If this could be you:

Email a CV and covering letter to glennon@expd8.com.

Student IT Placement

DESCRIPTION
Privately owned and operated Irish software and services company looking to add a placement year student to their busy support team.

Company Overview:
Privately owned and operated Irish software and services company providing innovative technologies used by legal firms, accountants and professional services.

Background to the role:
The company are currently going through a significant period of growth and looking to add a Placement year student to their busy support team.

Job summary and purpose:
• You will receive training and support to allow you to diagnose and resolve level 1 support issues by phone, email & using our remote login software within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills.
• Process incoming calls and log the details on the company CRM system
• Analyse customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Be responsible for prepping new PC’s, Notepads, Tablets
• Assist in installation of client MS office products
• Work with departmental staff to promote, develop, and maintain high standards of customer service.
• Escalate unresolved issues to relevant support levels.

The ideal candidate:
• Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and possess an ability to ensure they are dealt with in a timely manner.
• Ability to build a rapport with customers, colleagues and management
• Candidates should have a high level of motivation and focus on their daily tasks
• Candidates are encouraged to seek out opportunities within the business
• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
• Demonstrate IT competencies in the following areas;
Microsoft desktop software and applications, Backup & recovery technology (local/cloud)
Office 365 / Azure Cloud, Systems Administration (Active Directory, Group Policy)
Hardware (PCs, laptops, printers/scanners, mobile devices), AV/Anti-Spam/Filtering Software
• A desire to be productive, inquisitive, efficient and competent in the role

If this could be you:

Email a CV and covering letter to glennon@expd8.com.