The primary duty of this role is to act as the sole Ergo point of contact for customers on client sites. Provide support for all Infrastructure i.e. Networking Hardware, Servers & Printers & associated software, including installation, configuration and maintenance of these devices.
- Responding to service calls on client sites based in Dublin, surrounding areas and nationwide, as and when required
- Resolve complex technical faults maintaining regular communication with the Ergo helpdesk
- Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions
- Highlight any anomalies on our customer sites and ensure a service ticket is opened
- Actively seek out business opportunities on our customer sites and inform the relevant Ergo personnel of all potential to develop further business for the division and company
- Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
- Ensure strict adherence to SLA when dealing with customer tickets/calls
- Maintain confidentiality always with regards to the information being processed, stored or accessed
- Other ad hoc duties as required
- Minimum of 1 - 2 years relevant experience from a similar role
- Strong troubleshooting skills required.
- Printer repair and an understanding of process is essential.
- Some PC hardware / Software experience required
- Excellent customer service & client interfacing skills essential
- Wide range of printer makes & models
- Microsoft Operating Systems
- Microsoft Applications
- HP product range
- Print Driver Configuration and utilities
Other Information / Circumstances
- Flexibility in terms of business travel (within Dublin, countrywide and internationally if required)
- Flexibility and commitment to work outside of normal working hours is required.
- Must commit to on-going participation in HP online training
- Relevant training course/certification is highly desirable
- Webjet Admin Training and Safecom Training highly desirable