Link Personnel, on behalf of our Client, are hiring a Level 2 IT Support Agent.  This is a great opportunity for someone who wants to progress their career within a Top Tier Law Firm. The ideal candidate will provide advanced technical assistance and guidance to other technical support agents and the firm’s end users. Call Emma on 01 8456302 for details.

Salary:  to €50k

Benefits: Pension, Healthcare, Bonus, 25 days AL, Wellbeing Programme, Hybrid working

Overall Package:  to €60k

The Role:

• Provide technical support to resolve any complex issues that have been escalated from Tier 1 support agents. Troubleshoot and solve any issues in a timely manner.
• Prioritise any requests from VIP users and tickets marked urgent.
• Stay up to date on any IT developments and best practices in the field and introduce when necessary.
• Train and mentor Tier 1 support agents. Share knowledge and guidance to improve their technical skills.
• Maintain files for common issues, troubleshooting steps and solutions. Keep up to date to maintain efficiency within the team.
• Communicate directly with employees when needed to resolve escalated issues, providing a high level of support at all times.
• Work closely with other teams, such as the Infrastructure and Security team, and the product management team, to solve any recurring issues and improve product quality.
• Other ad-hoc duties as required.

The Candidate: 

• 3-5 years’ experience in a technical support position. Ideally previously working in a Tier 2 role.
• BA in computer science, IT, or similar.
• Strong experience in troubleshooting hardware and software issues.
• Excellent interpersonal and communication skills, with good attention to detail.
• Strong analytical and problem solving abilities.
• Excellent organisation skills with the ability to prioritise workload.
• Team player, who can also work on their own initiative.

If this IT role sounds like you, call Emma on 01 8456302 for details

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