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IT Support Engineer
Company Description
Hoist Group Ireland, provide software solutions, support and IT integration to over 500 hospitality clients throughout Ireland & internationally, including many of Ireland's best known independent hotels and resorts.
Job Description
IT Support Engineer - Hoist Group Ireland are looking for an additional experienced IT engineer to join our growing team. A competitive package is available for the right candidate for this permanent position, based at our head office in Kilkenny.
The ideal candidate will be capable of providing full technical support to an in-house client help desk, preferably with experience of client liaison and support, call queue management, support case tracking and resolution, case prioritisation and support performance metrics. This role requires a logical approach to problem solving and a track record of excellent customer support delivery.
Experience of support team leadership and a proven record in end to end support case management would be a distinct advantage.
Duties & Responsibilities:
· Provide support and guidance to a support desk and deployment team.
· Monitor the customer experience and ensure all cases are dealt with in an appropriate and timely fashion.
· Handle escalated cases for high priority customers or advanced technical issues.
· Assist with team scheduling and on-call rota's.
Qualifications
Technology, Business related degree or equivalent experience. IT Industry certifications advantageous
Additional Information
Key Requirements:
· Experience of operating an IT focused help desk.
· Experience working as part of a technical support desk.
· Ability to work as part of a team
· A strong focus on setting and monitoring appropriate targets team performance metrics.
· Strong IT Background, familiar with Windows Administration (Active Directory, SQL Server, IIS), Networking (FTP, TCP/IP, HTTP/S) and Email configuration.
· Experience troubleshooting hardware related issues.
· Any experience with Scripting/Programming or SQL reporting is an advantage.
· Any experience working in the Hospitality Industry is an advantage.
· Experience of hotel/ public Wi-Fi solutions
· Fluency in written and spoken English essential.
· Full clean Irish driving license required.