Position Title: IT Support Technician Location: Ireland / UK Reporting to: IT Manager Ireland Overall Purpose of the Job The role is to support business users of in house and externally developed software, supporting them with basic use queries, understanding their problems and suggesting suitable options that will enable the users to complete their tasks in a timely fashion. The role is currently supporting users in the UK & Ireland though it is intended to support a wider international team. In addition to the support being provided for our users you will also be a key point of contact within our technical development department. The role will provide administration & user support to the operations department as needed utilising best practice for the areas developed and worked on by the development team. Main Duties and Responsibilities As Technical support operative you will provide application support to users with our IT Systems. This may extend to assistance in IT Projects across the business. You will be responsible for providing front-line advice, support and service to all end-users; maintaining high levels of customer satisfaction through personal aptitude. The individual in this role will have excellent customer service skills, and be able to provide support in a demanding and high pressure environment.
Work as part of a small cohesive development and business support team to support in the use of key modules as requested by the business.
Support the development and testing of new solutions as and when required
Advise and provide assistance to operational staff in the use, set up and testing of existing and new solutions.
Respond to support requests from our user base and deliver to satisfactory completion
Actively manage support requests to a timely resolution
Priority handling and escalation of critical issues and monitoring of service level agreements
Escalate customer issues to senior staff as required
Manage customer expectations by providing timely updates on progress
Perform root cause analysis to mitigate reoccurrence
Proactively identify improvements, listing any bugs
Create and maintain user training guides
Provide training to user base from time to time
Remote site visits and project work as required
Attend departmental meetings as required.
Embrace a collaborative learning culture with your team and the wider business.
Assist senior management as requested.
PLEASE NOTE: from time to time your manager may ask you to do other reasonable tasks not stated within this job description but commensurate with your position. The Company also reserves the right to review and update this job description to reflect the changing needs of the job. However, any significant changes will be discussed in consultation with you. Skills Qualifications
Exceptional team player with great enthusiasm and a willingness to learn
Excellent verbal and written communications skills, additional European languages would be a bonus
Flexible and an ability to learn and understand applications and business processes quickly
Familiarity with MySQL an advantage
Have an ability to troubleshoot and advise on cause and apply remedial actions
Identifies requirements by establishing personal rapport with clients and with other persons in a position to understand service requirements.
Person Specification
Excellent interpersonal and communication skills
Ability to work with internal clients and analysing Information they provide for a resolution
Well-organised and capable of prioritising own work
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
Protects business operations by keeping information confidential
Intellectual property rights of any development are that of the Company
Skills: It Support communication skills. problem solving skills.
Ref: 9678
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