• Dublin City Centre Location
• Hybrid Model - 2 Days/Week WFH (After an initial 6 weeks period)
• €35k-€40k/year DOE + On-call + Benefits

I am keen to speak with candidates with 2+years broad IT experience doing L1, ideally in an MSP environment.

Your Responsabilities:

• Manage all Incidents and service requests within SLA
• Log Incidents and Requests accurately in the PSA Tool (Autotask)
• Resolve technical problems with software applications or network systems
• Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
• Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
• Escalate incidents to higher level when unable to resolve
• Create new/update existing Knowledge Articles within documentation platform (ITGlue)
• Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
• Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible
• Must be a self-starter capable of working on one’s own initiative

 Your Experience and Education:

• 2+ years in a similar role
• MSP background is a strong advantage
• Excellent Trouble Shooting skills and must be able to demonstrate by way of example
• Fluent English and excellent written, verbal communication skills with attention to detail
• Able to think through, communicate and present information effectively to all levels within the organisation
• A flexible, can-do attitude
• IT qualification Diploma/Degree
• Microsoft Certifications desirable
• Active Directory Administration
• Office 365 Administration
• Excellent Desktop skills

Please APPLY directly or contact me on 01-6917002 / *****@therecruitmentcompany.com for more info.