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Vacancy Details


106901 - Senior Technical Support - Galway

Contract Type: Permanent
Location: Galway
Date: 27/01/2020
Job Reference: 106901
Contact Name: Dee Curley
Contact Email:

Job Description

Senior Technical Support - Galway - 106901
Senior Technical Support

Our client, a medical device company in Galway are currently looking to recruit a Senior Site Support Technician.

The IT Site Support Technician will be responsible, through direct interaction with end users and management, for providing effective and efficient on-site and remote support to end users and management on a variety of technical support issues, including the set up and maintenance of mobile devices, computing equipment, printers, faxes, scanners & other peripherals. The role holder is required to perform routine maintenance functions such as hardware & software inventory management. Working with the Global Service Desk and related support functions, the role holder will ensure the provision of a consistently high quality service to customers and stakeholders. Periodic travel may be required to support additional locations, and if so, the role holder must be capable of travelling without restriction.
This job function has accountability for complying with the applicable elements of the Global Quality Framework and the Corporate Quality Management System (QMS).
Responsibilities and Duties
Key Responsibilities
  • Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
  • Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment)
  • Provide an efficient and effective support service to on site and remote users
  • Setup new users and support resources of terminated users
  • Perform first level and second level support
  • Basic Active Directory administration (i.e. account changes and permissions)
  • Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management
  • Order and track supplies, carry out asset management & dispersal, and fulfil all documentation requirements for supported sites
  • Work with various vendors as needed to support site specific services, hardware, and software
  • Asset management of all IT equipment on site
  • Undertake any other duties reasonably requested to meet business needs
  • Basic support of site-specific ERP, CRM, or database systems.

General Responsibilities
  • Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve issues
  • Occasionally works after-hours, as needed
  • High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
  • Ensures all solutions adhere to applicable change control requirements
  • Addresses immediate service needs of all end users regardless of Business Unit affiliation
  • Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Proactive and self-motivated approach, able to work independently
  • Strong analytical skills and the ability to combine technical knowledge and customer support skills
  • Excellent communication skills (both written and verbal) and ability to relate with users, service providers, and management
  • Carries out duties in compliance with established business policies and procedures.
  • Demonstrates commitment to the development, implementation and effectiveness of International Corporate Quality Management System as per ISO, FDA, and other regulatory agencies.
  • Responsible for exhibiting professional behaviour with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
  • Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
  • Perform other duties and projects as assigned.

  • Bachelor’s degree or equivalent qualification in Information Technology or similar
  • Significant experience in providing end-user technical support
  • Team oriented - able to work in, and positively contribute to, cross functional teams
  • Able to learn new applications quickly, and committed to keeping knowledge and skills up to date
  • Experience in supporting desktop applications in LAN environment
  • Working knowledge of the following technologies:
    • Active Directory user functions (ADS & Exchange)
    • Windows XP, 7, and 10
    • Knowledge of anti-virus / anti-malware programs
    • Building/imaging computers
    • Wiring / Cabling
    • Network technologies
  • Installation and support of wide range of peripherals

  • SOX compliance knowledge
  • ITIL framework knowledge
  • Maintaining documentation
  • Light experience administering servers
  • Experience supporting ERP/CRM systems
  • Experience support in-house, custom, or proprietary software systems

For further information on this Technical Support role in Galway please contact Dee Curley on 086 7902191 /

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

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Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

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Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
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Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

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Computer Vision Algorithm Team Manager

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

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Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

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Ingersoll Rand – Thermo King

I am extremely grateful to Anne-Marie at HERO Recruitment for helping me land an opportunity in Ireland. She had a great deal of information regarding the job profile, was extremely prompt in arranging an interview and followed it up brilliantly. She was an excellent point of contact between the employer and me during the whole process. She has good knowledge about the process and was well aware of the timelines. I would recommend Anne-Marie, HERO Recruitment to anyone who is looking for opportunities in the country

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