IT Helpdesk Engineer

We are seeking a skilled Helpdesk Technician to join our client’s dynamic team. The ideal candidate will be responsible for providing technical assistance and support to internal and external customers. This role involves setting up and troubleshooting various IT equipment such as printers, laptops, and desktops both onsite and remotely. 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.
2. 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.
3. 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.
4. 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.
5. 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.