Service Support Technician

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Title: Service Support Technician

• Reporting To Technical Support Team Lead.
• Location Douglas, Cork, Ireland

Overall Description

• You will be supported by our experienced team to learn the best practices to support a solution end to end, ensuring a prompt yet high-quality response via email, live chat, on the phone, or face-to-face.
• Training will be provided on the essential parts of the day-to-day operations of the Service Support team, including but not limited to:

- Internal Systems, Tools and Workflows.

- Hardware and Software troubleshooting and repair.

- Hardware provisioning and peripheral assembly.

- Basic introduction to Cloud Infrastructure.

• 8 Hour working shift with variable start time (6am - 11am on rotation), Monday to Friday.

Main Duties

• Answering customer queries and requests, dealing with complaints and providing information on the products and services offered by the company.
• Troubleshooting and fixing software and hardware issues on Android based ETMs (Electronic Ticketing Machines).
• Provisioning and delivering ETMs, peripherals and other customer-requested hardware.
• Maintaining documentation and other resources up to date.
• Maintaining effective spare part control and stock control.

Person Spec

• Excellent organisational skills and a demonstrated ability to multitask and manage time efficiently.
• Motivated and flexible individual who is able to work to deadlines when under pressure.
• Possess strong analytical ability and attention to detail.
• Ability to work on own initiative and as part of a team.

Essential Skills (Technical Skills)

• Skilled with Office tools, Word, Excel.
• Native or highly proficient level of English, and strong communication skills required.
• Proficient with small tools.

Other Desirable (Technical Skills)

• Knowledge of Ticketing Systems (Jira, YouTrack, ServiceNow, etc).
• Experience working with and servicing Android based devices.
• Experience soldering electronic components is advantageous.
• Ability to review logs and investigate low level issues.
• Experience in Software Testing.
• Experience working with Linux based Operating Systems is very advantageous.
• Experience working with Python or other programming languages is very
• advantageous.
• Experience working with Databases is very advantageous.
• Experience working with Cloud Systems (AWS, Azure…) is very advantageous.
• Second language is advantageous but not necessary

Health & Safety Statement

Under the health & Safety at work Act, everyone has a legal responsibility for their own welfare and for the health and safety of others. Any queries you may have relating to health & safety matters should be raised in the first instance with your supervisor, your manager or a member of Human Resources Department.

Equal Opportunities Statement

• MetricTristarInc is an Equal Opportunities Employer and will promote regardless

of sex, sexual orientation, marital status, disability, religion, beliefs, colour, race,nationality, gender reassignment, ethnic or national origin.

• Our aim is to ensure that no job application or employee received less favourable treatment or is disadvantaged by employment conditions or requirements which cannot be shown to be justifiable.

Job Types: Full-time, Permanent

Pay: From €28,080.00 per year

Benefits:

• Bike to work scheme
• On-site parking

Application question(s):

• Have you been working in a customer facing role in Ireland the last 3 years?
• Can you commit to being available to start work at T12 TY43 for 6am when assigned such a start time?
• Will you now or in the future require sponsorship for employment visa status?
• Are you able to work at office location 100% of the time.
• Are you currently living in Cork

Experience:

• Service Support: 1 year (preferred)

Language:

• English fluently (required)

Work authorisation:

• Ireland (required)

Work Location: In person