It Escalations Engineer

Description:

Tierney’s are well regarded as the leading independent IT Solutions provider to the Hospitality Industry, with over 28 years’ experience, we provide the complete range of IT products, support and consultancy services across Ireland.
We are currently recruiting for a full time Mid- Senior Level position in our Ennis Head Office. Required for our fast-growing customer services division and reporting to the Call Centre Support Manager. This role may span one or more areas of expertise; this will depend on the candidate’s ability to learn and absorb complex technologies. Job brief We are looking for a competent IT Escalations Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on technical issues and offer advice to solve them. An excellent Escalations Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
This position is a full-time role and based in our Ennis Head Office.

Successful candidate’s duties will include:
Working closely with our dedicated Customer Support Desk to deliver support and solutions to our client base.
Liaising with clients, suppliers and staff members to resolve issues effectively & efficiently.
Troubleshooting commonly used desktop applications.
Troubleshooting computer, server & network hardware / peripherals.
Coordinate with third parties providing services to our client base.
Provide in house training to Helpdesk Technicians. (Show and Tells)
Update and create documentation/knowledgebase articles.
A sense of purposes and urgency when dealing with tickets.
Ability to manage several issues at once.
Part of the on-call Team.

Desired candidates’ skills and experience:
Knowledge of the hospitality Industry/ previous experience in hotels.
Strong troubleshooting and problem-solving skills
Previous Support / repair knowledge of computer equipment & peripherals
Experience in Microsoft Office Suite products
Ability to self-manage and complete tasks in a timely manner
The drive and passion to see issues through to a successful resolve.
Self-motivated and have good time management skills
Excellent communication and interpersonal skills
A flexible and positive attitude to work and a demonstrable passion for IT