Application Support Technician

About Us:

We are an Irish Software Development company providing Software Solutions to over 100 leading Food and Meat Processing companies in Ireland, the UK, France, Namibia, Botswana, South Africa, North America, Australia, and New Zealand

The Candidate:

The perfect candidate will assist to provide resolution with the help-desk customer service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills.
This role requires an individual who is highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.

This role has the option to be fully remote or if located in Dublin, there is also the option for a hybrid working capacity as our headquarters are in Blanchardstown.

Duties & Responsibilities

• Interact with customers via telephone, e-mail, and the web, providing technical support and problem-solving abilities
• Identify, evaluate, and prioritise customers problems whilst formulating plans of resolution
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
• Provide in depth root cause analysis to the helpdesk manager for all issues resolved
• Assist in evaluating new services, processes and technologies introduced at the helpdesk
• Escalate unresolved issues to implementation team programmers or the helpdesk manager as necessary
• Work with staff to promote, develop and maintain strong customer service values
• Additional projects as required such as preparing system and user documentation testing

Skills Required

• Working Knowledge of .Net development in C# & SQL - this is essential, as a technical test will be given at interview stage
• Previous Helpdesk Support Experience 5+ years' experience
• Level 2/3 Support Experience
• Fluent English both verbal & written
• Excellent Communication, Literacy, and Interpersonal Skills
• Knowledge of Food Processing Industries would be advantageous but not necessary

Perks of the Role:

• Spacious and modern office environment (soon to undertake further renovations)
• Full canteen facilities with free tea, coffee, bread, fresh fruit, and a vending machine for staff use
• Encouragement, guidance, and support for those that want to self-improve and up-skill
• Free car parking
• Team cultural events
• Time in lieu for overtime worked
• Hybrid working model
• Flexible working hours (possible)
• Extra days’ holiday per year of service
• Finish Early Fridays – Finish 90 minutes earlier than you would normally Monday-Thursday
• No meetings Wednesdays
• Refer a friend scheme
• Pension scheme eligible after probation
• Bonus Scheme (negotiated)