Careers

Technology is always changing – and because of this, we are always interested in hearing from candidates who align with our core principals.

Current vacancies

Helpdesk Support Technician

Helpdesk Support Technician

This is a Hybrid Role

Hybrid location – Buncrana, Co. Donegal

9am to 5pm (but this can differ for the right candidate)

37.5 hours per week

Salary – Competitive – based on experience

Flexibility required

Own transport and full clean driving licence required

Fluent English necessary

Start date – ASAP

About Trojan Technologies

With over 25 years of expertise in the IT Industry, Trojan Technology is recognised as an industry trailblazer, with headquarters in Buncrana, Co. Donegal, Ireland, Trojan Technologies’ approach to IT solutions and client management is best in class.

Trojan Technologies continues to grow from strength to strength since it’s founding in 1996. Trojan Technologies specialises in providing servers, networks, and VoIP Telephony both inland and offshore.

At Trojan Technologies we put our people and customer’s people first, embrace diversity, and we push to constantly innovate and drive the most value for our customers every day.

Trojan Technologies is an equal opportunities employer, and we strive to map our employee’s career ambitions and personal development with their roles and to create relevant career paths.

We are a family business with clients all across the Island of Ireland. With this in mind, we are Team and family-focused with a strong emphasis on facilitating flexible working within our dedicated support hours.

The Team

The growing Customer Success team at Trojan Technologies strives to help our customers succeed and deliver the best possible outcomes and value by deploying our best-in-class solutions.

Role Overview:

As a member of the Customer Support team, you will provide first line troubleshooting and IT support to our clients on a varied range of issues and queries. You will be responsible for responding to tickets logged at Helpdesk and following up with clients regularly until a resolution is found.

We seek a skilled Helpdesk Support Technician who is motivated to deliver first class customer service and excels in problem-solving. The ideal candidate will quickly learn solutions and processes and be able to serve as a trusted advisor to our clients across varying and multiple issues.

Key Responsibilities of the role:

  • Assign and resolve Helpdesk tickets
  • Provide regular updates and follow up on resolutions
  • Perform first-level diagnosis and troubleshooting support to end-users and clients, escalating issues for wider discussion where required
  • Contribute towards Knowledge Base/FAQ documentation.
  • Stay current with system information, changes and updates

Duties will include

  • First-line support via telephone and ticketing system
  • Respond to client hardware and software problems.
  • Provide support for all Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality
  • Record required customer and problem information in the corporate Ticketing System. Update tickets with appropriate journal entries of activities and closing tickets with resolutions entered upon completion of the job.
  • Resolve all levels of work orders as assigned. Elevate complex and/or high-priority problems to the appropriate Team member for resolution.
  • Set up and test PCs.

Requirements

  • Good knowledge of Windows Operating System (Win10 / 11)
  • Good knowledge of Microsoft Office Suite (O365)
  • Microsoft Admin and Entra experience and knowledge
  • Experience with PC hardware build and troubleshooting
  • Own transport as this role can include remote site visits
  • Excellent communication skills
  • Self-motivated with excellent organisational and planning skills, including the ability to remain calm and manage time well in a fast-paced, ever-changing, team-oriented environment.
  • Experience of ServiceDesk (preferable)
  • Exceptional problem-solving skills

Personal characteristics, knowledge and skills

  • You will be the first line of support to our valued clients and therefore a strong focus on customer service is a key requirement of this role.
  • Professional, approachable and friendly demeanor
  • Self-motivated with a willingness to learn and adapt, in a dynamic environment which can change frequently.
  • Self-starter who is comfortable working remotely and independently.
  • Strong interpersonal skills, ability to work harmoniously with people at all levels both within the organisation and external.
  • Ability to communicate effectively in writing and verbally, both formally and informally
  • Solid problem solving, critical thinking and root cause analysis skills
  • Strong time management skills, with the ability to balance multiple & changing priorities
  • Ability to communicate complex technical concepts in a clear, user-friendly manner.

In Return:

  • Hybrid working
  • Lots of room for career progression

Experience:

  • Helpdesk Support

Work authorisation:

  • Ireland (required)

Work Location: Hybrid remote Buncrana Co. Donegal

To apply:

Please send a current CV and cover letter to [email protected]

Pillars of our Core

Treating customers fairly

We believe that our customers are central to our success, and our approach ensures that all business processes are customer focused.

Managing breaches, including data protection​

We promote compliance with regulatory and legislative requirements.

Handling complaints fairly

We are committed to ensuring that complaints are handled fairly, and we focus on correction and prevention.

Quality control

We make sure that quality controls are appropriate for the complexity and risk profile of your business, resulting in reduced costs and improved customer experience.

Process and procedure

We ensure that all your documentation is robust, is set out in a consistent and easily understood format and is reviewed regularly.

Root cause analysis

We promote effective identification of true root causes so that underlying problems can be addressed, and customer experience improved.

Training and competence​

We ensure that every employee has the knowledge and skills to perform their role to the necessary standard.

Traceability

All our engagements with our clients and their teams are logged and recorded for full traceability.

our CULTURE

Family first
Trojan Excellence
Humility
Risk Taking
Comfort zone

CONTACT US


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