IT Service & Support Technician

Summary

From our Head Office to the shop floor and everywhere in between our primary goal is to create and deliver a fantastic customer journey for everyone who shops at Lidl. With over 7,000 colleagues across our stores, warehouses and offices in Ireland and Northern Ireland we are a big and ambitious team. We know our people are our greatest asset and our success is down to the commitment and dedication of our team.

We are seeking a customer-focused, highly motivated, and tech-savvy IT Service & Support Technician to join our IT Service Team. The IT Service & Support Technician will be researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. This role requires a high level of ownership. You will be responsible for taking reported customer issues and seeing them through to resolution.

IT Service & Support Technician responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email, chat applications, and phone to provide customer support, with clear written instructions and technical manuals available for complex issues.

What you'll do

• Walk customers through technical challenges.
• Prioritize, manage, and respond to service desk calls in a timely manner.
• Diagnose and troubleshoot technical issues.
• Work with customers by phone, email, or chat.
• Consult with external service providers to deliver business requirements.
• Create and maintain procedural documentation for service provision and incident resolution.
• Liaise with IT teams to find the root cause for recurring issues.
• Follow and adhere to service desk processes, procedures, and follow escalation processes and other matters as appropriate.
• Service Desk Support & Troubleshooting.
• Desktop/Laptop Support (Windows/Macs).
• Mobile Support (iPhone/iPad).
• Google Workspace support.
• Network & Infrastructure Support.

What you'll need

• Minimum of 2 years’ experience in a similar role with demonstrable service ethos and direct client-facing experience. 
• A relevant bachelor's degree in a field like computer science, information technology, or a related area.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills. 
• Ability to provide step-by-step technical help, both written and verbal.
• Flexibility and good work ethic.
• Enthusiastic about learning new technologies.
• Very proficient in spoken and written English.
• Additional certification in Linux, Cisco or similar technologies is a plus.

What you'll receive

We offer a competitive and transparent salary system, that ensures pay equality across all positions at Lidl 

• €37,500 per annum
• 20 days holidays per annum 
• Private employee medical insurance
• Company pension
• Flexible start and finish times
• Initial training and on-going development from an experienced team member
• Excellent opportunities for career progression
• Dynamic work environment
• Modern office facility with free parking
• On-site gym and canteen
• Up to 2 days remote working per week
• Mobile and broadband discounts with Three network

Lidl is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.