IT Support Engineer - Helpdesk

IT Support Engineer Level 1

PFH Technology Group are looking for an IT Support Engineer Level 1 to join our growing team.

Role Overview:
As an IT Support Engineer Level 1 you will be the first point of contact for our clients who are
experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support 
for common hardware and software problems.

Location: Little Island, Cork
Contract Length: 12 Months

Key Responsibilities:
• Provide premium quality phone, email and remote support for customer servers to
diagnose and resolve technical issues
• Perform basic triage to ensure that the support calls are routed to the correct resolution
group
• Reassign and schedule support calls with the extended field and onsite engineering teams
• Communicate with customers on a regular basis via phone and email
• Scheduling service, pre-sales, projects, training and leave for all engineers
• Take an active part in team conference calls
• Logging calls (tickets) and keeping records of customer queries
• Analysing call logs so you can spot common trends and underlying problems.
• Updating helpdesk documentation so that support information is available and current for
each customer
• Testing and fixing faulty equipment
• PC builds and installations
• Execute any activities assigned
• Monitor and control any activities assigned
• Communicate activities updates to Service Delivery Manager and fellow Managed Services
team members (& Project Team members when applicable)
• Complete timesheets daily

Candidate Profile:
• An ability to communicate verbally and via email with all customers in simple and
understanding manner
• An understanding of the business impact of ICT Systems and devices
• An ability to follow through and close out all issues to customers’ satisfaction
• An ability to assess each user’s IT knowledge levels
• Being able to work under pressure
• An ability to think logically
• Ability to perform service desk admin functions to a high standard
• Good analytical and problem-solving skills
• Good interpersonal and customer care skills
• Good accurate records keeping
• Willingness to learn in a fast-paced environment
• Professional and flexible attitude 

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.

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