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Helpdesk Engineer (Level 1&2 support) (Full Time)


The Company:

BITS are a leading provider of IT Solutions and Services to businesses in the South East.  BITS offer IT sales, services, support and general IT consultancy to a very broad range of business sectors, from hotels financial services, legal, insurance and manufacturing right through to schools and charities.

Overall Purpose:

Reporting to the Technical Services Manager, the Help Desk Engineer will be responsible for logging incoming IT service calls from our clients to our helpdesk, provide troubleshooting and technical support to customers over the telephone and via remote access. Escalation of issues to engineers if onsite work is required.

Duties and Responsibilities:

  • Log, priorities and process support queries
  • Input information to ConnectWise Ticketing System
  • Analyse, solve and respond to issues raised in a timely and efficient manner
  • Distribute queries that cannot be solved at the help desk to relevant team member and effectively interact with them to provide a solution
  • Provide a professional and courteous service to customers
  • Build and develop customer relationships
  • Liaise with suppliers
  • Study trends in incoming cases in search of hot issues and report these issues to management
  • Prepare technical quotations

Knowledge and Expertise:

  • Experience in one or more of the following: Microsoft Windows Operating Systems, Microsoft Server Operating Systems, Networking Technologies
  • Familiar with ConnectWise would be an advantage
  • Familiar with remote access programs (e.g. LogMeIn, TeamViewer, etc)

Type of Person:

  • Self motivated with ability to use own initiative and make an immediate impact with customers
  • Have a strong telephone manner and be able to communicate complex technical problems in plain English to customers
  • Be able to work on own initiative without supervision and in a team situation
  • Be able to work in a high pressurised environment and have the ability to cope with stressful situations
  • Have an enthusiastic and co-operative approach to problem solving

Education and Work Experience:

  • IT qualification
  • 1+ years experience in an IT Support Desk Environment




Email: careers@bits.ie

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