Helpdesk Support Agent

About the role

We are seeking a technically sharp, customer‑focused Helpdesk Support Agent to provide first‑ and second‑line assistance for cash handling hardware and software across Ireland. The role involves handling inbound calls and tickets, performing remote diagnostics, and coordinating field engineer visits within a busy 364‑day‑a‑year helpdesk.

Key responsibilities

• Triaging, troubleshooting and resolving L1/L2 support tickets within SLA.
• Performing remote diagnostics on electronic cash management hardware and software, including log analysis, configuration changes and firmware checks.
• Coordinating site visits with field engineers and providing remote backup support.
• Monitoring systems proactively and generating reports.
• Documenting resolutions and contributing to the knowledge base.

Required profile

• Strong technical aptitude with a methodical, logical approach to fault‑finding.
• Solid grounding in Windows operating systems and basic networking concepts.
• Experience using remote support tools.
• Excellent customer service skills and the ability to explain technical issues in plain language.
• Motivation to own problems from start to finish.

Required skills

• Windows
• Networking basics
• Remote support tools
• Log analysis
• Firmware checks