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1st Line Technical Support Agent, MACRO Evolution Services, Dublin West / Dublin

Company Profile: Macro Evolution Services is an innovative business created to support the vendor and reseller channels by providing an end-to-end range of technical, professional and support services. As a provider of support services for many of the world's leading technology brands, we provide a comprehensive choice of services from one source. Our 12,500 sq. ft custom built Centre of Excellence ensures high productivity, high quality services in our high tech, high spec facility. This is all backed by in-depth local market knowledge and global brand expertise, with specialist resources that advise on services that include but are not limited to:

  • Configure to Order / Staging Services

  • Managed Security & Network Services

  • Repair / Refurb Services

  • Certified Data Cleansing Services

  • Managed Print Services

  • Technical Installation Services

  • Managed Distribution Services

  • Professional Services

  • Administration Support Services

  • Ancillary Services (Bespoke Requirements).

Position Summary:Reporting to the TMM Team Leader, this position is that primarily of a Technical Support Agent Essential Responsibilities:

  • Working in a busy tech support environment as part of a 1st line technical support team

  • Answering inbound/outbound calls and emails coming in from our customers/partners around our products and services mainly UEM/MTP mobile security platforms.

  • Diagnosing possible issues/causes

  • Identify if issue is on customer’s own IT infrastructure and escalate

  • Work with internal and 3rd party systems.

  • Own ticket resolution

  • Support end user requests

  • Report new issues to vendors

  • Manage knowledge database

Knowledge, Skills, and Abilities:

  • Education: Bachelor's Degree in Engineering, Computer Science or related technical field; an equivalent combination of college, industry training, and experience may substitute. Overall Experience: 2 - 3 years or equivalent experience in the IT industry

  • 2-3 years IT solution delivery experience within a consulting organization 2-3 years of experience or equivalent in a customer facing environment

  • Certified Microsoft Engineer or another recognized IT qualification

  • Detailed knowledge of Internet technologies, thorough understanding of Security

  • Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services.

  • Experience within a telecom’s environment

  • Knowledge of Mobile networks/devices both technically and operationally

  • Knowledge of UEM platforms & Networking would be a distinct advantage e.g. Airwatch, MobileIron, In-Tune

  • Diagnoses possible issues/causes by following troubleshooting steps

  • Identify if issue is on customer’s own IT infrastructure and escalate

  • Work with internal and 3rd party systems.

  • Own ticket resolution

  • Good working knowledge of Microsoft Office esp. Word and Excel and underlying Windows OS

  • Experience in customer service

  • Strong Reporting Experience

  • Experience working in a fast-paced changing environment

  • Previous experience operating in a first line support capability for an IT company would be a distinct advantage

  • Assist in evaluating new services, processes and technologies

  • Relevant IT Certification or equivalent

  • Pro-actively notify account contacts of issues affecting their end users e.g. coverage

  • Support end user requests

  • Report new issues to vendor

Skills: Mobile Configuration mobile security Customer Service Technical Support

Ref: DUB-MAC-45

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