First Line Support Engineer

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Job Description:

Stryve is seeking a First Line Support Engineer to join our Service Desk team, based at our Galway office at 9 Innova Rooms, 8 Liosbain Retail Centre, Tuam Road. This is a permanent, full-time 39 hour a week role providing frontline technical support to our client base.

Key Responsibilities:

• Provide phone, email, and remote support to diagnose and resolve technical issues for clients
• Perform initial triage and route support calls to the correct resolution group
• Log and maintain accurate ticket records, ensuring correct categorisation and detail
• Communicate regularly with clients on ticket status and resolution progress
• Ensure inbound calls and voicemails are answered and returned within agreed timeframes
• Maintain and update helpdesk documentation for each client account
• Escalate tickets appropriately in line with priority and Service Desk Manager/Coordinator guidance
• Carry out additional duties as assigned by the Service Desk Manager/Coordinator and Management

Requirements:

• Strong communication skills, both written and verbal
• Ability to diagnose and triage technical issues across a range of client environments
• Comfortable working in a fast-paced, client-facing support environment
• Willingness to participate in an on-call rota outside normal business hours

Pay: €36,606.00 per year

Ability to commute/relocate: Galway, County Galway: reliably commute or plan to relocate before starting work (required)

Education: Bachelor's (preferred)

Language: English fluently (required)

Work Location: In person