Technical Support Agent

The Role:
Due to Company expansion, Lightnet is currently seeking to recruit a Technical Support Agent to join the existing team. The role is a technical support role answering customer technical queries, troubleshooting and solving issues remotely and network monitoring. This role will suit a friendly, outgoing person with excellent communication and organisational skills.

This is a permanent role with the potential for long-term career development.
Location:
The position will be based in our Galway office, with a blend of office and remote working on offer.
Responsibilities:

⦁ Deal with customer’s technical queries by phone and email, ensuring a prompt and efficient response at all times
⦁ Troubleshoot connections and identify any faults to determine correct course of action
⦁ Track and take ownership of all outstanding queries to ensure follow-through in all cases
⦁ Work closely with onsite technicians to activate connections
⦁ Assist Field Engineers with remote network maintenance
⦁ Excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets
⦁ Provide guidance to customers on upgrade solutions
⦁ Work proficiently with minimal daily guidance
⦁ Network monitoring to identify faults and first-level resolution of issues
⦁ Contribute to process improvement and development projects
⦁ Any additional tasks as the role involve

Requirements:

⦁ Minimum 1-2 years experience in a similar role
⦁ Competent computer skills and technical knowledge
⦁ IT/Networking, A+ or MCP would be an advantage
⦁ Good phone manner and customer service skills
⦁ Ability to handle multiple tasks concurrently and prioritise appropriately
⦁ Willing to work shift hours and weekends

How to apply:
Please send CV to jobs@lightnet.ie