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.
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.
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.
