- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- Work from home
- Eligibility
- Candidates with technical support experience and a strong customer service approach are suitable. Backgrounds in helpdesk support, cash handling, or electronic cash management are especially relevant.
- Resume
- Required to apply
Job description
Overview
ICT Services supports cash handling equipment and related systems throughout Ireland, with operations running 364 days a year from 8:00 AM to 8:00 PM. The team is hiring a technically capable, customer-oriented helpdesk support agent who can take responsibility for issues from first contact through to resolution.
Key responsibilities
In this role, you will respond to incoming calls and support tickets, assess the issue, and resolve it at the first point of contact whenever possible. You will also carry out more advanced Level 2 troubleshooting, including log review, remote access support, configuration work, and firmware-related tasks.
Other duties include coordinating field engineers, arranging maintenance appointments, and providing remote assistance to engineers working on site. You will monitor systems proactively, support firmware rollouts, contribute to internal knowledge base content, prepare reports, manage spare-part shipments, and make sure every ticket is recorded clearly and within service-level targets.
What the role requires
The position calls for strong technical understanding, including familiarity with Windows, basic networking concepts, remote support tools, and structured fault diagnosis. It also requires a customer-first approach, with the ability to communicate clearly, show empathy, and explain technical matters in simple terms.
You should be comfortable working through problems methodically by collecting information, testing assumptions, and verifying the cause rather than making guesses. The job also demands flexibility, composure under pressure, and a willingness to learn new cash handling systems.
Preferred background
Prior experience in Level 1 or Level 2 helpdesk support is an advantage. Experience in cash handling, electronic cash management, or a similar technical support environment would also be beneficial.
Additional information
The service environment operates every day of the year except one, with coverage from 8:00 AM to 8:00 PM. Candidates should be prepared to train on new systems as required.