Technical Services Technician

Role Purpose

Tierneys, provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the Hospitality & SME industry sectors across Ireland, the UK and beyond. We offer a variety of cutting-edge IT product solutions and support services to our customers, from leading partners around the globe, enabling our clients to gain the maximum from their IT investment, helping them achieve their specific needs.

The Technical Services Technician is an Office-Based, Entry-Level Technical Role within the Technical Services Team. The role provides Hands-On Support across the areas of Cloud Security, Managed Services, Workshop, & HDD Disposal. The post holder will assist the Technical Service Engineers with Day-to-Day Operational Tasks, Troubleshooting, Customer Device Preparation, Repairs, Monitoring Checks, Documentation, and Support Activities, while maintaining High-Standards of work, Attention to detail, Prioritising the Customer, and following strict Procedure and Compliance.

Key Responsibilities of this role are to:

• Monitor, Triage, and Action Cloud Security Tickets, including Daily Huntress Incidents & Escalations and Weekly Defender Incidents & Alerts.

• Assist with Monthly Secure Score Reporting & Vulnerability Checks tickets.

• Review and Respond to Managed Services tickets, including Alerts for Managed Backups, Servers, Failed HDD’s, Devices Offline, and associated Operational Tasks.

• Prepare, Configure, and Process Workshop Hardware, including Desktops, Laptops, Tablets, NAS’s, and On-Loan Devices.

• Support Technical Services Projects, including but not limited to Large Device Installs, UniFi Switch and AP Pre-Adoption and Config, Veeam Upgrades, Synology DSM Updates, and occasional POS Hardware Preparation.

• Complete Scheduled Platform and Security Checks, including VSPC, ESET PROTECT, CloudBerry, and Huntress Monitoring Activities.

• Handle and Facilitate the Repair of Devices by Booking-In, Assessing, and Troubleshooting Customer Hardware, whilst keeping the Customer Updated and Coordinating with other 3rd Parties in line with agreed Processes and Service Expectations.

• Handle and Facilitate the Decommissioning of Old Customer Hardware.

• Assist with the Monthly Logging, Handling, and Disposal of Hard Drives in accordance with Company Policy, ISO requirements, and GDPR compliance obligations.

• Provide Remote Field Support for our Field Service Engineers Onsite.

• Follow Documented Technical and Operational Processes as directed by the Head of Technical Services and relevant Team Procedures.

• Maintain a consistently High-Standard of work, with strong Attention to Detail, Accuracy, and Ownership of assigned tasks.

• Demonstrate a Positive approach to Learning and Continuous Professional Development, including participation in formal Technical Training and Certification where required.

• Contribute to the ongoing improvement of technical systems, procedures, documentation, and operational processes.

• Liaise professionally with engineers, technicians, internal teams, customers, and third-party providers to support effective issue resolution and service delivery.

• Install, configure, and troubleshoot hardware and software in accordance with internal standards and customer requirements.

• Handle customer issues effectively and efficiently, escalating where appropriate and ensuring clear communication throughout the support process.

• Support a high level of customer satisfaction by delivering reliable, professional, and timely technical service.

• Maintain accurate and up-to-date records, including Passwords, Configurations, Asset information, and Technical Documentation, in line with Company Procedures.

• Ensure Workshop areas are kept clean, tidy, organised, and safe for day-to-day technical activity.

• Undertake any other reasonable duties that may arise from time to time and are consistent with the scope and level of the role.

Additionally

On occasion, the role may require attendance at Customer Sites or Field Visits in Support of Technical Services activity. The role may require flexibility in working arrangements depending on business needs, customer requirements, installations, or operational priorities.

Desired candidate’s skills and experience:​

• Graduate caliber in IT desirable or certification in relevant industry field such as CompTIA ​

• Genuine interest in the  IT field  and developing a career within the industry.

• Excellent communication and interpersonal skills​

• A flexible and positive attitude to work​

• A good working knowledge of Office 365 and interest in both Security and Software is desirable for this Role.

• Full Clean Driving License for Local Site Visits if required.

​

What benefits will you get in return from the Company?

• Competitive salary

• Educational Assistance Programme

• Life Assurance

• 23 Days Annual Leave

• Opportunity to gain recognised industry  certification

• EAP/ Well Being Support Programme

• Company events

• On- site parking

• Opportunity to work with a fantastic team!