Senior IT Helpdesk Technician

About the Company

Our client is a leading IT hardware and service provider based in Cork City, recognised for delivering top-tier technology solutions and outstanding customer support. Due to continued growth, the company is seeking a highly skilled and experienced Senior IT Helpdesk Technician to join their dynamic team and play a key role in supporting their clients’ IT needs.

Role Overview

The Senior IT Helpdesk Technician will be responsible for providing advanced technical support to clients, troubleshooting complex IT issues, and mentoring junior team members. The role requires excellent problem-solving skills, technical expertise, and a customer-focused approach to ensure seamless IT operations for the company’s clients.

Key Responsibilities

1. Technical Support

   • Provide Tier 2/3 support for hardware, software, and network-related issues.
   • Diagnose and resolve escalated technical problems via phone, email, or remote access.
   • Assist in the setup, configuration, and maintenance of IT hardware and systems.

2. Client Management

   • Serve as a point of contact for high-priority clients, ensuring prompt resolution of issues.
   • Deliver exceptional customer service by addressing client concerns effectively and professionally.
   • Maintain clear and timely communication with clients about issue status and resolutions.

3. System Maintenance

   • Monitor and maintain client systems to ensure optimal performance.
   • Perform regular updates, patches, and backups on client systems.
   • Implement security measures to protect against vulnerabilities and threats.

4. Mentoring and Training

   • Support and guide junior helpdesk technicians in troubleshooting and resolving technical issues.
   • Share knowledge and best practices to enhance team performance.

5. Documentation and Reporting

   • Document technical issues, resolutions, and standard operating procedures in a knowledge base.
   • Generate reports on helpdesk activity, recurring issues, and system performance.

6. Project Support

   • Assist with the deployment of new hardware, software, and infrastructure for clients.
   • Participate in IT projects, such as system migrations, upgrades, and rollouts.

Qualifications & Experience

• Education & Certifications:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred-Not essential).
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft, or Cisco certifications) are highly desirable.
  • Must Possess a Full Clean Driving Licence 

• Experience:

  • Minimum of 3–5 years’ experience in an IT support/helpdesk environment.
  • Strong technical knowledge of hardware, software, and network troubleshooting.
  • Proven experience in supporting Windows, macOS, and Linux environments.

• Skills:

  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal abilities.
  • Proficiency in IT support tools and remote troubleshooting platforms.
  • Familiarity with ITIL practices is an advantage