IT Operations Support Engineer - Multilingual X 2 - Dublin

Location
Dublin
Salary
EUR23000 - EUR25000 per annum
Posted
04 Jul 2017
Closes
18 Jul 2017
Ref
34567
Contact
Supreet Sarna
Sector
IT
Job Type
Permanent
Hours
Full-time
About The Client:
My client delivers technology-enabled business efficiencies to enterprises around the world. Their customers benefit from their 40 years of experience, expertise and ecosystem of industry partners. Our portfolio includes solutions around Unified Communications and Collaboration, Enterprise Networks, Contact Centres, Cloud Services and Global Managed Services. My client has regional offices across Europe and a global capability spanning over 100 countries. Whatever the sector and wherever the geography, they give their 2,000 customers the tools they need to accomplish continuous business improvement.

Overview
A multilingual IT Operations Support Engineer required to monitor a queue of support tickets, act as a point of contact for customers and assist with troubleshooting any software, hardware, laptop and PC issues.
This is an exciting opportunity for enthusiastic candidates looking to build a career in the ICT industry.
We are looking for individuals to join a growing team supporting our customers with troubleshooting day-to-day IT operational issues. Based in our Dublin 12 office, the team support our operations throughout Europe and Globally. We require multilingual candidates who have an advanced level in English and one or more of the following: French, German, Spanish, and Polish. Additional languages are advantageous.

Key Responsibilities
*Troubleshooting system problems - diagnosing and solving hardware or software faults
*Talking clients through a series of actions, over instant messaging or voice call, to resolve issues
*Guiding users through a re install of an operating system
*Applying software fixes
*Troubleshooting with end user
*Updating drivers to solve customer issues
*Logging customer queries
*Analysing logs to spot trends and underlying issues
*Escalating issues when necessary
*Ensuring that the ticket history is fully documented in our CRM system
*Identifying and highlighting any gaps or omissions in processes or documentation
*Ordering & guiding user through replacing parts as required
*Supporting the roll-out of new applications
*Working continuously on a task until completion (or referral to third parties, if appropriate)
*Prioritising and managing many open cases at one time



Person Specification
*Fluent to a professional standard in English and one or more of the following languages: German/French/Spanish/Polish
*Preferably 1-2 year's experience in a similar IT Support engineer role though not mandatory
*A keen Interest in IT, technology updates and personal computing
*Excellent communication skills both written and verbal
*Strong listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
*An excellent problem solver with strong analytical skills and the ability to think logically
*Ability to work to SLA's in a fast-paced environment
*Strong customer-service focus
*Ability to deal with complex customer issues in an effective manner
*Self-motivated and uses initiative to see tasks through to completion
*Ability to prioritise your workload effectively
*Be responsible for and manage own caseload while working well in a team Qualifications

Although this area of work is open to all graduates and those with a Higher diploma or foundation degree, the following subjects are beneficial:-
*business information technology
*business systems engineering
*computer networking and hardware
*computer science
*information technology
*software engineering

Our proposition to you:
*Excellent base salary and benefits.
*The opportunity to gain exposure to ever advancing UC and networking technologies working with best in breed technology partners.
*The chance to expand your technical knowledge providing customer excellence whilst expanding your network globally.
*The ability to use your language skills to increase the value Damovo brings to its clients.
*Advancement - growing team with potential to add new customers and projects.
*The opportunity to become an integral member of a team of engineers who will receive on-going training and exposure to more experienced engineers.
*The opportunity to join an ambitious, expanding, global organisation that wants you to succeed and grow.

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