Job Role: Level 1 Support Desk Engineer

Reporting to:  Support Lead

Overall Job Purpose:

• To undertake the Customer Service and Support activities for the cash handling hardware and software systems provided by the Company.
• Providing exemplary levels of customer service, with a commitment to ensure the customer enjoys the best possible service experience from PCS to encourage potential for enhanced and repeat business. 
• To have the ability to quickly troubleshoot and diagnose issues remotely in many types of electronic cash management devices (hardware and software). 
• Great communication skills, able to provide technical support and basic user familiarisation / training where requested. 

Key Responsibilities:

1. Provide Level 1 support to customers in a professional and friendly manner.
2. Answering the Helpdesk Support phone calls and tickets.
3. Resolve tickets and ensure they are completed and closed within SLA’s.
4. Create ticket and fully document all troubleshooting steps.
5. Monthly report generation and statistical analysis of tickets.
6. Scheduling preventative maintenance with customers.
7. Creating and allocating site visits to engineers.
8. Support engineers when required.
9. Monitoring systems and be proactive in remediation of issues.
10. Manage and implement the role out of firmware updates.
11. Arranging shipping and documentation for parts to be returned for repair/replacement.
12. Organizing, preparing, and setting up equipment for customer installations.
13. Monitor and report on stock levels of equipment and spares parts to ensure adequate levels of stock maintained to support estate management and servicing.
14. Occasional troubleshooting and carrying out the repairs and testing of parts.
15. Assist with the taking in of deliveries and organisation of warehouse. 
16. Any other duties which may be assigned from time to time due to the nature of the Company’s business.

Experience / Knowledge / Skills: 

Essential 

• A good understanding of electronic and mechanical systems
• Willing to train on varying new cash handling products  
• Experience of working as a mobile engineer 
• Excellent customer service skills and a commercial knowledge and understanding 
• IT skills and use of PDA / smartphone device software 
• Full Irish/EU driving license

Desirable (but no essential)

• Experience within the cash handling service industry or similar on complimentary systems such as electronic cash management devices.

Five Core Competencies: 

1. Resilience / Adaptability (to handle changing priorities well, work well under pressure without ‘flapping’ and to present a positive image) 
2. Commitment – Loyal to both organisation and colleagues 
3. Communication Skills (good listening and empathy skills with customers and present a positive image of PCS.) 
4. Problem Solving – to establish all the facts resolving the situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary 
5. Delivering results (to ensure customer calls are resolved quickly and efficiently, to prioritize effectively, meet deadlines and targets, and use own initiative to get the job done) 

Other competencies: – 

1. Customer First 
2. Managing Resources 
3. Job Knowledge & Expertise
4. Influencing & Negotiating 
5. Leadership Skills

Possible Training Requirements: 

• Potential Gunnebo product training in locations like Sweden, Germany and Spain (essential: cash management devices) 
• Service technician software

Package: 

• Base salary and bonus depending on experience and qualifications.
• Mobile phone, and laptop.

Please send your CV and covering letter to: careers@premiumcashsolutions.com