L1 Support Engineer

• Dublin City Centre Location
• Hybrid Model - 2 Days/Week WFH (After an initial 6 weeks period)
• €35k-€40k/year DOE + On-call + Benefits

Your Responsabilities:

• Manage all Incidents and service requests within SLA
• Log Incidents and Requests accurately in the PSA Tool (Autotask)
• Resolve technical problems with software applications or network systems
• Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
• Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
• Escalate incidents to higher level when unable to resolve
• Create new/update existing Knowledge Articles within documentation platform (ITGlue)
• Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
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