Level 1 – Helpdesk Technicians

Job title: Level 1 Helpdesk Technician

Reports to: Manager, Helpdesk

Department: Candidate Operations

Location: Dundalk, Ireland (On site)

Hours of Work: Between the hours of 9am – 7pm, Monday – Saturday, 37.5 hours weekly

Job Overview:

The Level 1 Helpdesk Technician is a key member of the Global Test Center Support (GTCS) of Prometric and must possess a strong customer service with high-quality technical service and solid work ethic. This role provides value to GTCS through proper management of Test Centers. Technical Service is the main competence of a Level 1 support, having the ability to follow documented procedures and execute effectively. The candidate must be an experienced technical support personnel with a proven track record of hands-on experience. GTCS is in an aggressive growth mode which requires work at a faster-than-average pace. This is an opportunity to be challenged every day working with a variety of people, functional group, devices and environments.

Main Duties & Responsibilities:

• Serving as the Level 1 support and a single point of contact for Test Center Administrators seeking technical assistance over the phone, live chat or email.
• Provide audit trail of all problems and resolution (input, monitor, action and closure) through the use of Salesforce CRM.
• Assume ownership of problems from any Test Center employee and follow the path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the administrator. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Follow-up with Test Center Administrators to ensure satisfaction.
• Act as advocates for the Test Center staff to ensure their needs and concerns are addressed.
• Responsible for identification and resolution of production system's problems and work with other groups/departments to assist in creating permanent resolution/fixes.
• Working in a team to guide and enrich new skills to team members while working on projects as well as learning new technical skills.
• Follow established procedures for call referral, escalation and problem resolution.
• Assist in simulation and recreation of Test Center problems and recommend system modifications/best practices to eliminate the problems.
• Recommend modifications to existing procedures or new procedures that will improve the overall operation of the GTCS Team.
• Proactively develop workarounds, solutions and ideas to improve the quality of operation management.
• Perform other duties as assigned.

Essential Criteria:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role with a minimum 1-2 years’ experience and/or Degree in Information Technology, Computer Science or any relevant fields
• Hands-on experience with Windows OS environment
• Ability to diagnose and troubleshoot basic to advanced technical issues
• Familiarity with remote desktop applications
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal

Desirable Criteria:

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Experience of working with the following technologies: Windows OS environment (Software), Computer and Peripheral (Hardware), Virtualization, SQL, Citrix, Network environment (Juniper, Meraki, Solarwinds), Salesforce, DVR

Employee Benefits:

• Pension Scheme
• Healthcare Scheme
• Life Assurance
• Employee Health & Wellbeing Initiatives
• Enhanced Annual Leave
• 24/7 Employee Assistance Programme
• Enhanced Maternity/Paternity Leave
• Social Club
• Free parking