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View Cache (Job ID 13846814)
Employer Nova Broadband
Job Title Technical Support Agent (Tier 1)

Helpdesk Support Agent

Nova Broadband is a Cork-based internet service provider (ISP). Using our own broadband network, we have been providing high-quality communications services including residential broadband and business IP services since 2004. We are growing rapidly and an opening exists for key personnel to join at an exciting time, with a unique opportunity to grow with the business.

You will be based at our new Carrigtohill offices with easy access to the tunnel and N40 Southern Ring Road for an easy commute. You will work autonomously, while reporting to your supervisor.

Full training in our systems will be provided.

We are renowned for a high level of customer service and technical support and believe in providing a level of reliability and quality that is head and shoulders above our competitors.


  • Answer inbound technical support calls, emails and online tickets from business and residential broadband customers and returning of messages
  • Log helpdesk tickets, requesting relevant information from customers
  • Provide timely support to engineers on installations or service calls
  • Escalate any tickets, network faults or resource issues where appropriate
  • Book service calls with engineers using online work-order system where required
  • See tickets through to closure (or escalation if absolutely necessary), mindful of keeping time-to-resolve as short as possible
  • Maintain a friendly, helpful manner towards customers and colleagues when under pressure
  • Configure user accounts, customer routers, phone adapters, etc. as required

The successful candidate will:

  • Have a minimum of 1 year experience in an IT helpdesk role (customer facing a distinct advantage)
  • Be able to juggle multiple support tickets with any other ad-hoc tasks effectively
  • Be capable of working under time pressure with excellent time-management ability
  • Be happy to work autonomously while being able to contribute to our team when required
  • Have a passion for technology while having a good personable nature with excellent communication skills
  • Have impeccable oral and written communication skills and fluent English

Part Time. 24 hours over three days (likely to be Thursday, Friday & Saturday) €12.50 per hour.

This job originally appeared on
Location Carrigtwohill, Cork
Date Added 21 days ago
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