It Support Engineer - Level 1

PFH Technology are currently looking for a Managed Services IT Support Engineer Level 1 to join our growing team.

Location: Little Island, Cork

Hybrid: 3 days onsite

Contract: Perm

Overview

The IT Support Engineer – Level 1 is responsible for providing first-line technical support to clients, ensuring prompt resolution of common IT issues and service requests in line with service level agreements (SLAs). This role exists to deliver exceptional customer service, triage incidents effectively, and escalate more complex problems to higher-level engineers, maintaining smooth day-to-day IT operations for our clients.

Duties Include:

• Technical Support Fundamentals:
  Basic understanding of end-user support principles, including incident and request management.
• Operating Systems:
  Working knowledge of Windows 10/11 and macOS environments, including common troubleshooting steps.
• Microsoft 365 Ecosystem:
  Understanding of core Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and basic admin functions.
• Active Directory (AD):
  Knowledge of user account creation, password resets, and group permissions.
• Networking Basics:
  Awareness of fundamental networking concepts such as IP addressing, DNS, DHCP, LAN/WAN.
• IT Service Management (ITSM):
  Understanding of ticketing systems and ITIL-based support processes (e.g., incident, request, and escalation procedures).
• Remote Support Tools:
  Familiarity with remote access software (e.g. Datto RMM, Splashtop) for troubleshooting user devices.
• Cybersecurity Awareness:
  Basic knowledge of common security risks (e.g., phishing, malware) and good practices in endpoint protection.
• Hardware & Peripherals:
  Knowledge of standard PC/laptop setup, printers, monitors, docking stations, and basic troubleshooting.
• Documentation & Procedures:
  Ability to follow and contribute to technical documentation and support guides.

Skills Required:

• 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

Experience:

• 12-18 months experience in a technical support or service desk role, ideally within a Managed Service Provider (MSP) or similar fast-paced IT support environment.
• Demonstrated experience supporting end users with desktop, application, and basic network issues.
• Hands-on experience using a ticketing system to manage and resolve support requests.
• Exposure to remote support tools and working in SLA-driven environments is highly desirable.

Business Competencies:

• Excellent written and oral communication skills
• Excellent teamwork and interpersonal skills.
• Proven ability to organise work with an organized manner
• Self-starter with a willingness to take responsibility
• The ability to interact with key stakeholders in a professional manner

Education

Industry certifications desirable, such as:

• CompTIA A+ / Network+ /Security+
• Microsoft Certified: Fundamentals (e.g., Azure Fundamentals, M365 Fundamentals)
• ITIL Foundation (v4)

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.

IND1