Cork - Helpdesk Technician

Desired Skills: IT,Helpdesk,Windows and Mac

The Helpdesk Technician will interact with clients in a professional and courteous manner, ensuring their technical issues are resolved efficiently. Additionally, the candidate must be presentable and sociable for client site visits.

The Client:

A well established, Cork based IT Solutions Company who provide a complete IT infrastructure, management and maintenance service for the local market. They have a well-established client base in Cork and have been in Business for over 30 years.

The Role:

Responsibilities:

1. Technical Support:

• Provide first-level technical support to end-users via phone, email, or in-person.
• Troubleshoot and resolve hardware and software issues related to printers, laptops, desktops, and peripherals.
• Assist users with login problems, software installations, and account management.
• Escalate complex technical issues to appropriate IT teams for resolution.
• Hardware Setup and Maintenance:
• Install, configure, and deploy desktops, laptops, printers, and other IT equipment.
• Perform routine maintenance tasks such as hardware upgrades, software updates, and equipment.
• Ensure all hardware setups comply with company standards and security protocols.
• Remote Support:
• Provide remote technical assistance to clients and employees using remote desktop tools.
• Troubleshoot network connectivity issues, VPN problems, and other remote access-related issues.
• Guide users through troubleshooting steps to resolve issues remotely.
• Client Interaction:
• Interact with clients and end-users in a professional, presentable, and sociable manner.
• Conduct onsite visits to client locations as necessary, maintaining professionalism and representing the company positively.
• Communicate technical solutions to non-technical users in a clear and understandable manner.
• Follow up with clients to ensure their technical issues are resolved satisfactorily.
• Documentation and Knowledge Sharing:
• Maintain accurate records of technical issues, resolutions, and troubleshooting steps.
• Document standard operating procedures (SOPs) for common technical tasks and issue resolutions.
• Share knowledge and best practices with team members to improve overall efficiency and effectiveness.

Qualifications:

• Relevant work experience is essential and either a Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• Proven experience working in a helpdesk or technical support role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network protocols, TCP/IP, DNS, DHCP, etc.
• Experience with hardware setup, troubleshooting, and maintenance.
• Excellent communication and interpersonal skills.
• Ability to work independently and prioritise tasks effectively.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.