Helpdesk Support Agent – Dublin

About the role

We are ICT, the provider of cash‑handling systems across Ireland. We are looking for a technically‑minded, customer‑first Helpdesk Support Agent to join our Dublin team and take ownership of issues from first contact through resolution.

Key responsibilities

• Answer incoming calls and tickets, triage and resolve issues at first contact whenever possible.
• Perform Level 2 diagnostics including log analysis, remote access, configuration and firmware troubleshooting.
• Coordinate field engineers, schedule maintenance visits and provide remote support to on‑site engineers.
• Monitor systems proactively, assist with firmware roll‑outs and contribute to knowledge‑base documentation.
• Produce reports, manage parts shipping and ensure tickets are fully documented within SLA.

Required profile

• Strong technical aptitude with a methodical approach to fault‑finding.
• Customer‑focused communication style, empathy and ability to explain technical concepts in plain language.
• Effective problem‑solving skills: gather facts, form hypotheses, test and verify.
• Adaptable under pressure and willing to learn new cash‑handling technologies.

Required skills

• Windows operating systems
• Basic networking concepts
• Remote access tools
• Log analysis
• Firmware configuration and troubleshooting