EOS Hiring for Helpdesk Operations Technician Job at Dublin , Ireland Full Time

WHO WE ARE:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

POSITION OVERVIEW:
The Helpdesk Operations Technician acts as the primary user-facing support staff for IT. In this role you will enthusiastically teach internal users how to best interact with and utilize technology; providing support as needed via face-to-face interaction, chat, email, and video calls.

WHAT YOU’LL DO:

• Provide in-person walkup IT Helpdesk assistance to client employees, contingent workers, and visitors
• Provide technical assistance and support related to computer systems, hardware, and software
• Respond to queries, run diagnostic programs, isolate problems, and fix or escalate issues as required
• Provide technical assistance and support for the following software platforms: Office 365, Zoom, Slack, Lucidchart, 1Password, Confluence, Jira, Adobe CS
• Troubleshoot Mac OS and iOS user hardware
• Update internal and external documentation
• Hours of work Monday-Friday from 830am to 530pm
• Based in the DublinOffice
• Manage a queue of Jira tickets with expectations to respond/resolve tickets within predetermined SLA with 90% success rate
• Maintain average CSAT of 4.5 or higher
• Completing other technical projects and tasks as needed
• Provide Tier 1 Conference Room AV support and break fixes as needed

WHAT YOU NEED TO SUCCEED:

• 2+ years of experience as an IT Support Engineer, Analyst, or Administrator
• Be empathetic, humble, and possess a strong focus on customer service
• Possess outstanding interpersonal and communication skills
• Maintain strong working knowledge of Google Workspace, Slack, Zoom, Jira, Confluence, Dropbox, or similar cloud providers
• Possess strong working knowledge of Atlassian systems (Jira and Confluence)
• Strong knowledge of Mac OS and iOS platforms
• Ability to work individually and within a team
• Undergraduate degree in a technical field
• Strong organizational and managerial skills and detail-oriented work ethic
• Flexibility to work outside of standard work hours to accommodate special projects
• Must speak fluent English

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit