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IT Support - L2 - Tipperary

PFH Technology Group
Cork, Country: Ireland
Job Type:
full-time, temporary
Job Description

National Service Desk – Level 2 Support/ Mobile Technician


Responsibilities may include, but are not restricted to:

Level 2:

  • Prioritise, manage and responding to helpdesk calls in a timely manner logged on the help desk system; including travel to sites to support users

  • Establish and build on good working relationship with customers

  • Troubleshoot and if required, referral of hardware faults to third parties

  • Where appropriate, assign warranties on hardware to third parties

  • System administration using Active Directory

  • Troubleshoot issues with Windows accounts/mailboxes

  • Troubleshoot system problems, diagnose and solve software faults e.g. Citrix

  • Install and configure computer hardware and peripherals, operating systems and applications

  • System Administration – amend privileges / security permissions on server shares, setup of new shared folders on existing shares

  • Liaison with IPMS, NIMIS and Lab systems admin personnel regarding account setups

  • Manage pst requests and data requests for staff moves

  • Liaise with third party vendors for software\hardware installations

  • Deal with ‘how to’ and information requests including data security and ICT policies

  • Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues.

  • Document new solutions

  • Install individual software requests

  • Managed Print devices – liaise with vendors including IP information

  • Access consoles to push or provide solutions for requests e.g. Content encryption

  • Follow and adhere to SD processes, procedures and follow escalation process and other matters as appropriate


  • Coordinate office activities to secure efficiency and compliance to procedures and processes

  • Create and update records and databases with personnel, financial and other data

  • Submit timely reports and prepare presentations/proposals as assigned

  • Assist colleagues as requested


  • Must have a minimum of 1 years’ experience working in an IT Support environment
  • Demonstrate good problem solving, analytical and decision making skills
  • Excellent customer service skills with an ability to empathise with users and help them adapt to their new technologies. User experience is key for this project
  • Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing.
  • Demonstrate evidence of production of quality deliverables

Business Competencies:

  • Excellent written and oral communication skills
  • Excellent teamwork and interpersonal skills.
  • Proven ability to organise work with an organized manner
  • Self-starter with a willingness to take responsibility
  • The ability to interact with key stakeholders in a professional manner


  • Third Level Education Qualification is preferable.

Job Settings
Number of jobs: 1 hires
Information about the advertiser
Company: PFH Technology Group
Company size: 1-49
Contact: NA