Helpdesk Support Agent

We’re ICT, and we keep cash handling systems running across Ireland — 364 days a year, 8am to 8pm. We’re looking for a technically minded, customer-first support agent to join our helpdesk team and own issues end-to-end.

What you’ll do

Handle incoming calls and tickets, triaging and resolving issues at first contact wherever possible

Carry out deeper Level 2 diagnostics — log analysis, remote access, configuration and firmware

Coordinate field engineers, schedule maintenance visits, and support engineers on site remotely

Monitor systems proactively, assist with firmware rollouts, and help build out knowledge base documentation

Produce reports, manage parts shipping, and keep tickets fully documented within SLA

What we’re looking for

Technical aptitude — Windows, networking basics, remote tools, methodical fault-finding

Customer focus — clear communication, empathy, and the ability to explain tech in plain language

Problem solving — gather the facts, form a hypothesis, test it — not guess

Adaptability — calm under pressure, willing to train on new cash handling systems

Nice to have

Previous Level 1/2 helpdesk experience, or a background in cash handling, electronic cash management, or similar technical support environments