IT Helpdesk Administrator

Location: Fónua, Cairn House



Helpdesk Administration – Application Support

Reporting to:

Information System Manager



Group Division:

Fónua Ltd


Company Overview

Fónua is foremost a solutions provider to the Mobile Telecommunications Industry. With annual turnover exceeding €250 Million, we rank in the Top 250 Companies in Ireland. Our customers include blue chip multi-national Telco’s such as Vodafone, O2 and Meteor as well as major Multiples such as Tesco, DSG and Dunnes Stores. We also provide full turnkey solutions to a wide range of MVNOs, Independent and Online Retailers. Our suppliers include all major OEMs such as Nokia, Sony, RIM, Samsung, Huawei and Apple.


Position Overview

This is a full-time Administration position, not a Technical position. However, it suits candidates with a genuine interest in Information Technology who wish to progress to Technical positions in 2 to 4 years.


Main Responsibilities

  • Manage a fast-paced queue of support requests and track requests using a ticketing system
  • Resolve user issues submitted via ticketing system, phone, and email using previous troubleshooting skills and experience obtained from senior members of the Team
  • Provide excellent customer service and escalate unresolved customer issues
  • Administration of procurement and suppliers as well as other administrative tasks
  • Understanding and adhering to security policies and corporate best practices partnering with senior members of the team to learn new skills, asking for help and escalating issues as needed

Essential Skills/Experience

  • 5 years of experience in Helpdesk, Application Support or Information Systems Administration
  • Individual with interest in helping others
  • Previous Application Support experience
  • Ability to communicate technical information to non-technical personnel
  • Aptitude and ability to learn and adapt to business requirements
  • Understanding for Windows OS, Office365, SharePoint online, PCs and Printers
  • Basic DB knowledge and SQL Language knowledge
  • Basic Programming Language Knowledge
  • Experience on Helpdesk administration, ServiceNow or similar platforms
  • Understanding of Antivirus software, Data Protection and Security practices.
  • Understanding of business processes and task prioritisation
  • Excellent verbal and written documentation skills
  • Excellent interpersonal skills


Desirable Skills/Experience

  • Individual with interest in application support and development
  • Experience working with Office365, Azure, SharePoint, PowerBI
  • Understanding of AD, DNS and DHCP, VPN
  • Understanding of business processes and Supporting Information Systems
  • Extend experience working with a ticketing system
  • Project management skills with ability to juggle multiple tasks across various user groups
  • Research and problem-solving abilities
  • ITIL Certifications
  • MCSA or MCSE Certification
  • Degree in a Technical Subject

We are an Equal Opportunities Employer

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