Job Description
Company:
QT Technologies Ireland Limited
Job Area:
Information Technology Group, Information Technology Group > IT Support Analyst
General Summary:
About the Role:
You will provide first level technical support through German and English for any issues experienced by Qualcomm employees worldwide, with a strong emphasis on customer service.
You will work closely with our Global IT Teams and fellow IT Support Analysts to diagnose and resolve issues or escalate to our Tier 2/3 IT teams to ensure prompt resolution and minimal disruption.
You will also proactively improve our internal and employee-facing documentation to enable self-service and more efficient resolution of issues.
Skills and Responsibilities:
- Handle incoming phone calls, chat sessions, and user self-service tickets while adhering to our SLA’s, and providing superior customer service to our internal employee base.
- Strong interpersonal and communication skills including the ability to collaborate with global T2/3 teams and departments and explain technical concepts to non-technical users.
- Responsible for the ownership of incident creation, resolution, and closure, ensuring minimal interruption for our employees and a commitment to quality technical support.
- Utilise current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests.
- Actively listen to each request; confirm your understanding of the issue, diagnose the problem, and provide an accurate solution, while demonstrating adaptability to technical changes.
- Possess the ability to enunciate clearly over the telephone, interpret a customers' needs, communicate clearly and concisely both verbally and written.
- Accurately document all information related to an issue, including troubleshooting and resolution steps.
- Share knowledge; create new or amend existing Knowledge Base articles to enable employee self-service and improve IT group knowledge performance.
Minimum Qualifications:
• High School Diploma or equivalent.• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Physical Requirements:
• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.
Basic Qualifications
- Fluent spoken and clear written German and English language skills.
- High School Diploma or equivalent.
- 1+ years’ experience in IT or Engineering Support or related area. 1+ years’ experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
- Help-desk support experience with computer hardware, software, and networks strongly preferred.
- Practical experience in the computing industry and corporate service-desk computing environment.
- Troubleshooting experience with two or more of the following: Windows, UNIX, MAC, or Linux.
Preferred Qualifications
- Bachelor’s degree
- Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred, preferably in a Service Desk environment
- Customer service, technical training, and/or industry standard certifications
- Contact Center experience is a plus
- Outstanding customer service skills, excellent troubleshooting skills and the drive to assume more responsibilities.
*References to a particular number of years’ experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.
Preferred Technical Skills:
- Productivity Tools: Microsoft 365 suite, including Teams, Outlook, Sharepoint, OneNote, OneDrive, CoPilot
- Operating Systems: Troubleshooting experience and working knowledge of two or more of the following: Windows, UNIX, MAC, or Linux
- Service Desk Platforms: Experience using ServiceNow, Jira or similar tools preferred
- Networking: Familiarity with TCP/IP, common protocols, and network/VPN troubleshooting.
- Understanding of items such as account permissions, access security.
Where you will be working
Cork has a proud reputation as Ireland's second largest economic engine and is now one of the Top 20 location choices in Europe with 39,000 people being employed by over 170 overseas companies.
There's a growing diversity in the region with people from many nationalities relocating to Cork, relishing the opportunity to work and live in a location that offers an excellent quality of life.
A gateway to Europe, Cork airport provides access to almost 50 international destinations including transatlantic air routes.
What's on Offer
Apart from working in an open, relaxed, and collaborative space, you will enjoy:
- Salary and performance related bonus and stock awards
- Maternity/Paternity Leave
- Employee stock purchase scheme
- Matching pension scheme
- Education Assistance
- Life, Medical, Income and Travel Insurance
- Subsidised memberships for physical and mental well-being
- Bicycle purchase scheme
- Employee run clubs, including, running, football, chess, and many more
*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.
Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).
Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.
If you would like more information about this role, please contact Qualcomm Careers.
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