Our IT Department here at Retail inMotion are looking for a Technical Support Representative to join our IT Service Desk @ our Dublin Headquarters. This position is suited to an IT professional with exemplary customer service skills who will provide support to client’s with IT needs in a helpful, friendly and knowledgeable way.
As part of our IT Department you will collaborate both within the team and across other departments on a daily basis. You will be given the support and autonomy to progress within the role along with a continued focus on up skilling and further education.
How you will make a difference:
- Deliver service and support to end-users via remote connection or
over the internet - Interact with customers to provide and process information in
response to inquiries, concerns and requests about products and
services - Understand customers technical needs and troubleshooting their
issues in a clear, jargon free manner- resolving where possible and
reassigning to appropriate resource if necessary - Identify and escalate priority issues per client specifications
- Logging, tracking, prioritizing and ownership of all contacts received
to the service desk, ensuring the completeness and accuracy of the
information captured - Diagnose and resolve technical hardware and software issues
involving internet connectivity - Responsible for timely follow-up on outstanding tickets and
escalating issues when required - Information sharing with other Service Desk team members, to assist
each other to continuously raise the bar with the level of support we
provide.
The skills you will bring:
- Excellent customer service skills
- Minimum 2 years of similar experience
- Good understanding of ASP.NET web applications and release process
- Ability to read ASP.NET exceptions and differentiating between data and code errors
- Ability to do shift work over 7 days as we operate on a 24 hour basis
- Strong knowledge of SQL (MS SQL Server) experience with writing SQL queries and dealing with large data
- Experience with supporting financial, sales and stock tracking systems
- Ability to read and analyse SQL procedures in case of data errors
- Ability to create ad-hoc reports using MS Excel and data exported from Data Bases.
