IT Technical Support Specialist

About us 

As a company at the forefront of digital transformation in financial institutions, Fenergo is revolutionizing the way client and regulatory technology is utilized in the industry. With a focus on providing Client Lifecycle Management (CLM) software solutions, Fenergo empowers financial institutions to deliver a faster, compliant, and digital customer experience.

With over 700 employees across 11 offices worldwide, Fenergo is a truly global company. This presents a unique opportunity for individuals who are ambitious and eager to make a significant impact in the financial services industry. Fenergo's impressive track record is reflected in their numerous accolades, including being recognized as the No. 1 CLM provider in RiskTech100™ and the winner of the Deloitte Best Managed Companies award. Furthermore, Fenergo's CEO, Marc Murphy, emphasizes the company's commitment to innovation and growth, making it an exciting place for talented individuals to contribute their skills and showcase their abilities.

What does this role entail? 

The IT Technical Support Specialist will be responsible for providing day to day local and remote desktop support. This includes receiving inbound support calls, responding to user inquiries, troubleshooting technical issues, and accurately documenting the steps taken to resolve hardware, software, and application-related problems in a ticketing system. 

The role involves break/fix support, fault diagnosis, and resolution. The Specialist will deliver in-depth fault analysis across various core operating systems and platforms and apply effective desktop fault resolution for the approved suite of applications. Strong problem solving skills, clear communication, and a customer focused mindset are essential in delivering timely and efficient technical support. 

Responsibilities 

• Responsible for maintaining Windows 11 systems, Active Directory services, and Microsoft 365 applications.  

• Responsible for PC hardware installation and troubleshooting, managing enterprise antivirus solutions, and handling support requests through Helpdesk ticketing systems. 

• Provide first level contact and problem resolution for customer issues and provide timely communication on issue status and resolution. 

• Work with third party vendors to remediate complex AV issues as needed. 

• Maintain ticket updates for all reported incidents. 

• Install, upgrade, support and troubleshoot Windows 11 and Microsoft Office. 

• Install, upgrade, support and troubleshoot for printers, computer hardware. 

• Perform general preventative maintenance tasks on computers, laptops, printers. 

• Perform remedial repairs on desktops, laptops, printers and any other authorised peripheral equipment. 

• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. 

• Provide L1 support to non‐network attached printers. 

Expectations 

• Excellent communication, relationship-building and internal customer service skills. 

• Basic understanding of macOS to assist and support Apple desktop and laptop users. 

• Experience in IT with a foundational understanding of networking, servers, audio/visual systems, smart devices, and telecommunications. 

• Ability to work in a project based environment requiring flexibility and teamwork. 

• 1+ years office based customer service experience. 

• Ability to work off-hours and weekends when required for projects or emergency support. 

Preferred Experience 

•  Proficient with IT ticketing systems such as Zendesk. 

• Experience in PC building. 

• Experience with Active Directory, Group Policy (GPUpdate), and laptop re-imaging. 

• Knowledge of BitLocker encryption and network printer setup and support. 

• Basic understanding of networking. 

Our promise to you

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.

What we value is at the CORE of how we succeed:

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

What’s in it for you?

• Healthcare cover through the VHI
• Company pension contribution 
• Life assurance/ Income protection
• 23 days annual leave
• 3 company days
• Annual bonus opportunity
• Work From Home set-up allowance
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
• Other competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, sports and social committee, weekly fitness and sports classes and much more
• Buddy system for all new starters
• Collaborative working environment
• Extensive training programs, classroom and online, through ‘Fenergo University’
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
• Defined training and role tracking to allow you see and assess your own career development and progress.
• Active sports and social club
• State of the art offices in the heart of Dublin’s Docklands with great facilities, canteen and games area

Diversity, Equality, and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.