IT Support Engineer Level 1 PFH Technology Group is seeking IT Level 1 Helpdesk Support Engineers to join our expanding team. Role An IT Support Engineer Level 1 you will be the first point of contact for our clients who are experiencing IT issues. You will be troubleshooting, logging tickets, and providing technical support for common hardware and software problems. Location: Little Island, Cork Contract: 12 Months Key Responsibilities Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues Perform basic triage to ensure that the support calls are routed to the correct resolution group Reassign and schedule support calls with the extended field and onsite engineering teams Communicate with customers on a regular basis via phone and email Scheduling service, pre-sales, projects, training and leave for all engineers Take an active part in team conference calls Logging calls (tickets) and keeping records of customer queries Analysing call logs so you can spot common trends and underlying problems. Updating helpdesk documentation so that support information is available and current for each customer Testing and fixing faulty equipment PC builds and installations Execute any activities assigned Monitor and control any activities assigned Communicate activities updates to Service Delivery Manager and fellow Managed Services team members (& Project Team members when applicable) Complete timesheets daily Candidate Profile An ability to communicate verbally and via email with all customers in simple and understanding manner An understanding of the business impact of ICT Systems and devices An ability to follow through and close out all issues to customers' satisfaction An ability to assess each user's IT knowledge levels Being able to work under pressure An ability to think logically Ability to perform service desk admin functions to a high standard Good analytical and problem-solving skills Good interpersonal and customer care skills Good accurate records keeping Willingness to learn in a fast-paced environment Professional and flexible attitude PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.
PFH Technology are currently looking for an IT Support Engineer to join our growing team. Contract length: 12-months Location: Dublin, Dublin South, Wicklow Compulsory: Full clean Irish Driving Licence Responsibilities Install and configure computer hardware and peripherals, operating systems and applications. Knowledge of the internal components of a desktop computer, including storage drives, motherboard, and power supply. Knowing how to disconnect and safely remove HDD and replacing with SSD Understanding how to use disk cloning tools Knowledge of how to manage partitions, format the drive, etc Geographical based to provide onsite support in specific site or multiple sites i.e. mobile Liaising with the Coordinators to receive upgrade schedule, arriving on-site to perform the upgrades, managing any issues through to resolution & ensuring a good customer service experience Escalate issues (Application, Hardware) where necessary to the technical point of escalation. Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region Establish and build on good working relationship with customers & end-users Liaise with third party vendors for software & hardware installations Troubleshoot and if required, referral of hardware faults to third parties Troubleshoot system problems, diagnose and solve software faults Be aware of & contribute to the Knowledge Base Complete post upgrade forms or checklists for central team Deal with ‘how to’ and information requests including data security and ICT policies Liaison with local and national ICT teams Engagement with service providers Site assessments Undertake necessary training appropriate to the role Other Coordinate office activities to secure efficiency and compliance to procedures and processes Create and update records and databases with personnel, financial and other data Submit timely reports and prepare presentations/proposals as assigned Assist and interact with colleagues & project teams as requested Full clean Irish Driving Licence Experience Must have a minimum of 1 years’ experience working in an IT Support environment Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing. Demonstrate good problem solving, analytical and decision-making skills Demonstrate evidence of production of quality deliverables Business Competencies Excellent written and oral communication skills Excellent teamwork and interpersonal skills Proven ability to organise work with an organized manner Self-starter with a willingness to take responsibility The ability to interact with key stakeholders in a professional manner Education Third Level Education Qualification is preferable Professional certificates such as Comptia, Microsoft, Cisco is preferable PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. Skills: Hardware support Software support Windows 11 #J-18808-Ljbffr
PFH Technology are looking for a Field Service Engineer to join our growing team. Contract: 12-month contract Location: Dublin Driving Licence: Full Clean Driving Licence essential Responsibilities Establish and build on good working relationship with customers. Troubleshoot and if required, referral of hardware faults to third parties. Where appropriate, assign warranties on hardware to third parties. System administration using Active Directory. Troubleshoot issues with Windows accounts/mailboxes. Troubleshoot system problems, diagnose and solve software faults e.g. Citrix. Install and configure computer hardware, peripherals, operating systems and applications. System Administration - amend privileges / security permissions on server shares, setup of new shared folders on existing shares. Manage pst requests and data requests for staff moves. Liaise with third party vendors for software\hardware installation. Deal with 'how to' and information requests including data security and ICT policies. Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues. Document new solutions. Install individual software requests. Managed Print devices - liaise with vendors including IP information. Access consoles to push or provide solutions for requests e.g. Content encryption. Follow and adhere to SD processes, procedures and follow escalation process and other matters as appropriate. Other Coordinate office activities to secure efficiency and compliance to procedures and processes Create and update records and databases with personnel, financial and other data. Submit timely reports and prepare presentations/proposals as assigned. Assist colleagues as requested. Experience 1 years' experience in an IT hardware environment with experience in Windows & 10 Windows 11 installations. Demonstrate good problem solving, analytical and decision-making skills. Excellent customer service skills with an ability to empathise with users and help them adapt to their new technologies. User experience is key for this role. Excellent communication skills. Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing. Demonstrate evidence of production of quality deliverables. Business Competencies Excellent written and oral communication skills Excellent teamwork and interpersonal skills. Proven ability to organise work with an organized manner Self-starter with a willingness to take responsibility The ability to interact with key stakeholders in a professional manner Education Third Level Education Qualification is preferable. PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities oraccess needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. Skills: Hardware Windows 11 Active Directory Troubleshooting Software Installations #J-18808-Ljbffr
Sales Support Executive PFH Technology are currently looking for aSales Support Executiveto join our growing team. Role Overview: We have an excellent opportunity for an enthusiastic new member to join our busy, dynamic Sales Support Desk Team within the PFH Technology Group, based in Cork. As a Sales Support Executive, you will be tasked with managing the support process from order to delivery as well as communicating and resolving any order/customer issues. You will be expected to build rapport with clients and client directors and carry out various administrative and customer service duties. Location: Anchor Park, Little Island, Co Cork Key Responsibilities: Take ownership of all orders from point of order receipt to delivery to client and maintain proactive communication to manage expectations and ensure satisfaction. Proactively support field-based Client Directors by building rapport with existing customers. Understand Key supplier processes - Bid creation Deal Registrations. Prepare and issue quotes to clients with a focus on clear and proactive communication. Demonstrate attention to detail in processing orders accurately in a timely manner on BC ERP system, while keeping clients informed throughout the process. Collaborate with internal teams to implement improvements based on customer feedback and ensure follow-through on customer concerns. Attend customer visits when required to strengthen relationships and gather feedback. Qualifications Minimum of 3 years experience working in a similar environment Confident, clear & articulate phone manner to liaise with clients Must be driven and well capable of working on own initiative as well as working well in a team environment reporting to a team supervisor Motivated to achieve KPIs, metrics and targets Work effectively under pressure and to strict deadlines Be comfortable with process changes and updates with a view to continuous improvement. Work to exceed client expectations by delivering a high-quality service and speedy escalation of any issues impacting on client satisfaction Use of MS office applications PFH Technology, owned by Ricoh a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage
L2 IT Support Engineer 6 Months Initially (Probation) Key Responsibilities - Provide top-quality service to end-users both remotely and onsite via help desk system and in person Assist with common applications, operating systems, and basic network issues Perform Active Directory user and group administration Offer guidance and support for common software applications, including Microsoft Office and email clients Efficiently stage and prepare hardware for new starters, ensuring a smooth onboarding process with a strong emphasis on delivering exceptional customer service Install and configure computer hardware and peripherals, operating systems and applications Troubleshoot and if required, referral of hardware faults to third parties System Administration amend privileges / security permissions on server shares, setup of new shared folders on existing shares Deal with how to and information requests including data security and ICT policies Liaison with local and national ICT teams, e.g. Server and Network management to find root cause for recurring issues Experience: 3-5 years in an IT support role Any experience of working in cleanroom manufacturing environment a plus. Technical Skills: Proficiency with Windows operating systems Familiarity with common software applications (e.g., Microsoft Office, email clients) Basic understanding of networking principles Knowledge of Active Directory Experience with IT ticketing systems Soft Skills: Excellent communication and interpersonal skills Strong problem-solving and analytical abilities Ability to work independently and as part of a team Customer-focused attitude with a commitment to providing high-quality service Eagerness to learn and grow within the role Skills: Service desk It Support Active Directory Troubleshooting Onboarding Benefits: Pension Annual Leave Bike to Work
PFH Technology are currently looking for an IT Support Engineer to join our growing team. Contract length: 12-months Location: Offaly/Longford/Laois/Westmeath Compulsory: Full clean Irish Driving Licence Responsibilities may include, but are not restricted to: * Install and configure computer hardware and peripherals, operating systems and applications * Knowledge of the internal components of a desktop computer, including storage drives, motherboard, and power supply. * Familiarity with SATA, M.2, or NVMe * Knowing how to disconnect and safely remove HDD and replacing with SSD * Understanding how to use disk cloning tools * Ability to access and configure the BIOS/UEFI * Knowledge of how to manage partitions, format the drive, etc * Geographical based to provide onsite support in specific site or multiple sites i.e. mobile * Liaising with the Coordinators to receive upgrade schedule, arriving on-site to perform the upgrades, managing any issues through to resolution & ensuring a good customer service experience * Escalate issues (Application, Hardware) where necessary to the technical point of escalation. * Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region * Establish and build on good working relationship with customers & end-users * Liaise with third party vendors for software \ hardware installations * Troubleshoot and if required, referral of hardware faults to third parties * Troubleshoot system problems, diagnose and solve software faults * Be aware of & contribute to the Knowledge Base * Complete post upgrade forms or checklists for central team * Deal with 'how to' and information requests including data security and ICT policies * Liaison with local and national ICT teams * Engagement with service providers * Site assessments * Undertake necessary training appropriate to the role Other * Coordinate office activities to secure efficiency and compliance to procedures and processes * Create and update records and databases with personnel, financial and other data * Submit timely reports and prepare presentations/proposals as assigned * Assist and interact with colleagues & project teams as requested * Full clean Irish Driving Licence Experience: * Must have a minimum of 1 years' experience working in an IT Support environment * Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing. * Demonstrate good problem solving, analytical and decision making skills * Demonstrate evidence of production of quality deliverables * Demonstrate understanding of Irish Healthcare system Business Competencies: * Excellent written and oral communication skills * Excellent teamwork and interpersonal skills. * Proven ability to organise work with an organized manner * Self-starter with a willingness to take responsibility * The ability to interact with key stakeholders in a professional manner Education: * Third Level Education Qualification is preferable * Professional certificates such as Comptia, Microsoft, Cisco is preferable PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. IND1
PFH Technology are looking for a Systems Administrator to join our client's growing team in Ringaskiddy. Location : Ringaskiddy, Co Cork Onsite : 5 days per week The Systems Administrator resource will: Provide third level technical support and meet our Customer SLA's Be responsible for ensuring the IT infrastructure network systems and servers are maintained to best practice as stated in the document Recognise system deficiencies and suggest effective solutions while complying with company policies and procedures Research current best practice technology solutions and translate them into our environment Develop metrics to monitor and test systems ensuring constant improvement Manage external vendors and third-party consultants to resolve issues (it is expected that the successful tenderer will manage the support issues with third party suppliers) Be responsible for assisting in the management and completion of information technology projects and technical implementations Provide technical expertise, leadership, and hands‑on support to the Information Technology team To participate in Change Advisory Board (CAB) and Problem Management meetings and to share information with the support teams Be responsible for resolution of all tickets within agreed KPI timelines (KPI's should be provided in the tenderer's response to address this) Have at least 10 years' experience in a similar role Technical Expertise All proposed personnel (including cover staff) must have exposure to and be able to demonstrate experience using an ITIL aligned Service desk and associated principles such as Incident and Service request management, Problem Management, Change Management, continual Service improvement etc. The proposed personnel must be able to demonstrate excellent Service Desk support skills including the effective triage, troubleshooting and escalation of tickets All proposed personnel (including cover & call out staff) must be able to show a high degree of awareness of cybersecurity best practices and concepts including phishing awareness, Identity and Access Management, Multifactor Authentication, Zero Trust Security Model In addition to the above technical expertise, the systems administrator: Should have achieved or being working towards achieving Microsoft 365 Mobility and Security certification. Confirmation of booked training and/or exam dates must be provided if this is being presented in support of a proposed resource Experience in the Pharma industry would be an advantage Must be able to demonstrate excellent Support Skills for Level 3 Incident management Must have experience of threat evaluation and security incident response Demonstrate project work in the following areas and be able to report accurately on Project delivery dates: Window 10/11 Intune policy development SCCM /SCOM Citrix Azure VMware Advanced Threat Protection Veeam Backup and Replication ITIL aligned Druva Office 365 Crowdstrike Avaya Aura Education Third Level Education Qualification is preferable. PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end‑to‑end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. #J-18808-Ljbffr
PFH Technology are currently looking for an IT Support Engineer to join our growing team. Contract length: 12-months Location: South - covering Cork and Kerry Compulsory: Full clean Irish Driving Licence Responsibilities may include, but are not restricted to: * Install and configure computer hardware and peripherals, operating systems and applications * Knowledge of the internal components of a desktop computer, including storage drives, motherboard, and power supply. * Familiarity with SATA, M.2, or NVMe * Knowing how to disconnect and safely remove HDD and replacing with SSD * Understanding how to use disk cloning tools * Ability to access and configure the BIOS/UEFI * Knowledge of how to manage partitions, format the drive, etc * Geographical based to provide onsite support in specific site or multiple sites i.e. mobile * Liaising with the Coordinators to receive upgrade schedule, arriving on-site to perform the upgrades, managing any issues through to resolution & ensuring a good customer service experience * Escalate issues (Application, Hardware) where necessary to the technical point of escalation. * Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system; including travel to sites to support users within our geographical region * Establish and build on good working relationship with customers & end-users * Liaise with third party vendors for software \ hardware installations * Troubleshoot and if required, referral of hardware faults to third parties * Troubleshoot system problems, diagnose and solve software faults * Be aware of & contribute to the Knowledge Base * Complete post upgrade forms or checklists for central team * Deal with 'how to' and information requests including data security and ICT policies * Liaison with local and national ICT teams * Engagement with service providers * Site assessments * Undertake necessary training appropriate to the role Other * Coordinate office activities to secure efficiency and compliance to procedures and processes * Create and update records and databases with personnel, financial and other data * Submit timely reports and prepare presentations/proposals as assigned * Assist and interact with colleagues & project teams as requested * Full clean Irish Driving Licence Experience: * Must have a minimum of 1 years' experience working in an IT Support environment * Must demonstrate experience of having an excellent working knowledge of the full Microsoft Office suite and report writing. * Demonstrate good problem solving, analytical and decision making skills * Demonstrate evidence of production of quality deliverables * Demonstrate understanding of Irish Healthcare system Business Competencies: * Excellent written and oral communication skills * Excellent teamwork and interpersonal skills. * Proven ability to organise work with an organized manner * Self-starter with a willingness to take responsibility * The ability to interact with key stakeholders in a professional manner Education: * Third Level Education Qualification is preferable * Professional certificates such as Comptia, Microsoft, Cisco is preferable PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. IND1
Type of contract: Daily Rate Contractor (Full-time 5 days) Location: Dublin/Cork (Hybrid) Business Unit: Enterprise IT Services Your Role: The nature of Banking is changing. Delivery of services to our customers via digital channels and enabling our own colleagues with effective technology solutions is a core focus of the Bank. Permanent TSB has embarked on a significant digital transformation programme. This will lead to an enhanced customer experience, through re-development of the delivery channels and the ongoing evolution of the Banks infrastructure and operations in order to provide cost-effective, secure and resilient services to our customers. To support and enable this transformation a significant and exciting opportunity has been created for a Network Security Architect. This role is being created to meet the increasing demands for the design and implementation of secure Network infrastructure and solutions that have emerged as we continue our Digital Banking journey. The successful candidate will have strong technical experience and will have worked in a Network Security Solutions Architecture role previously. This is a cross functional role requiring the individual to work seamlessly and collaboratively across Enterprise IT Services (EITS), Group Technology and the business to achieve the required outcomes. Your Team: The Network Security Architect will work within EITS and will be responsible for designing secure and resilient network solutions for the bank. Working as part of the Network and Cybersecurity Design team, the successful candidate will take the lead in designing and implementing solutions that will enable and enhance the Banks Digital initiatives. Your Responsibilities: Functional Strategy & Delivery Develop a comprehensive understanding of the network and network security and its configuration to enable the integration of new services and progressive simplification Deliver the effective design, implementation and maintenance of the in scope technologies to protect and enable the Bank Develop and Implement secure and resilient solution designs that meet the needs of the business and enabling the Banks strategic objectives Drive the simplification of the managed environment seeking to minimise complexity while maintaining industry leading solutions and configurations Drive the automation first strategy within EITS eliminating repetitive tasks and enabling the focus on higher value activities Enable the development of secure cloud connectivity and integration solutions Build and maintain relationships with the relevant 3rd parties that support this function Risk Management & Control Ensure a firm understanding of the risk landscape across the in scope processes Maintain the in scope control environment ensuring the controls are fit for purpose, aligned to internal standards and regulatory requirement and seek to enhance and automate where possible Proactively seek to minimize audit findings by implementing effective and permanent solutions while considering the wider implications of any findings Support the successful remediation of the findings from the current or any future external reviews Lead an inspiring Culture Lead the values of the organization acting as a strong role model within the team Support a culture of open discussion with active contributions from the entire team Support the implementation of initiatives that emerge from the Staff Surveys to enhance the working environment for the team Stakeholder Engagement Build and maintain productive and collaborative relationships across Group Technology and 2nd Line and 3rd Line teams Manage internal and external stakeholders effectively and ensure that expectations and perceptions are pro-actively managed Influence and work collaboratively with key stakeholders Champion a strong team ethos and contribute to wider team objectives Requirements: Essential Detailed knowledge and experience in the design and implementation of resilient network and network security solutions Applied experience in building Zero Trust architecture and design principles Strong familiarity with Digital Operational Resilience Act (DORA) network security compliance Strong understanding of network security architecture for digital and retail banking In-depth understanding and awareness of the banking and payments regulatory environment, IT and security controls, PSD2/PSD3, DORA, PCI-DSS Strong experience in the delivery of enterprise class network security solutions within significant transformation programmes that underpin business critical applications Ability to take initiative and produce results across multiple competing priorities Ability to collaborate effectively with a talented team Strong experience in effective risk management and control Desired 5-7+ years experience in management and operation of the in-scope network security technologies Good knowledge of relevant Irish and European regulatory landscape for financial services Competencies for YourRole / (Behaviours for Success): Accountability & Decision Making High Performance Teams Communication & Influencing Customer Focus Risk Management Leadership and Change Who We Are: We are focused on creating a culture that maximises sustainable value by delivering fair customer outcomes, empowering our employees to be their very best and supporting the communities in which we live and work. We care about our people and support our staff to achieve their career goal. We place enormous value on our culture and our history within the Irish Marketplace. We have been serving the people of Ireland for over 200 years and have survived and thrived through the worst and the best of times. Joining the team means that together we will grow and continue its contribution to the Irish economy to ensure another 200 years of serving the people of Ireland. PFH Technology, owned by Ricoh a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. Skills: Enterprise IT Networks IT Security IT Architect Cybersecurity
ICT Operations Manager PFH Technology are currently looking for an ICT Operations Manager to join our growing team. Role Overview: The primary responsibility of this role is to support the IT Manager with people and team management, vendor management as well ICT operational oversight and managing procurement and tendering. The successful candidate will be technically experienced, with a track record in ICT Operations management, confidently supporting the team while identifying areas for improvement, reporting on monthly performance and accountable for the overall delivery of the ICT Operations service. A team player, liaising between engineers and ICT Managers with a strong self-motivation and work ethic. Reporting Structure: This role will report directly into the IT Service Delivery Manager Location: Dublin 1 Contract: 12 months Key Responsibilities: Manage the ICT Operations team that include Service desk and Deskside support to ensure timely delivery of quality technical ICT support service to end users Through Phone /Email/Portal support as well as walk-ups. Ensures delivery of Level 1 & Level 2 support and that tickets are referred to the relevant third parties when the request cannot be resolved at this level. Ensure all tickets are logged prioritised, categorized and updated as per ITIL framework. Responsible for tracking, analysing, and reporting on key service desk performance metrics, including ticket volumes, resolution times, first-call resolution rates, and customer satisfaction scores. These insights will be used to identify trends, drive continuous improvement, and ensure service levels meet organisational expectations. Proactively plan and manage team rosters and resource allocation to ensure consistent coverage, including during peak periods, holidays, and absences. Manage shift handovers and contingency planning to maintain uninterrupted service delivery Ability to organise and plan project work and coordinate responsibly. Lead and assist with work required for tender documentation / and progressing procurement competitions. Agree, maintain and improve ICT standard operating processes and procedures including operational Run book, Joiners / Mover / Leavers processes etc. Ensure asset management register; licensing register and ICT risks are documented and managed on an ongoing basis. Manage third party suppliers to SLA;s to ensure effective and timely user support is provided. Participate in the development and update of ICT security policies and procedures and ensure that they are implemented at an operational level. Day-to-day management to ensure all teams work towards the same goals. Engage regularly with stakeholders across departments, ICT management, and external partners to align ICT services with organisational goals and user needs, ensuring that service delivery supports the broader objectives of the organization. Champion a positive customer experience by ensuring clear communication with end users, managing expectations, and actively seeking and responding to feedback, complaints, and compliments to enhance service quality. Review and update ICT policies, process and controls to align with best practice and ensure compliance with these. Support audit reviews when required Foster a culture of inclusion, innovation, and continuous improvement. Lead and support service improvement initiatives, identifying opportunities to optimise processes, adopt new tools or technologies, and enhance the overall efficiency and effectiveness of ICT support services. Lead, mentor and develop a high-performing team to meet operational standards and goals. Candidate Profile: At least 2 years' Team Management experience essential. At least 5 years' technical engineering experience working within ICT Helpdesk environment. Demonstrated ability to lead, motivate, and develop high-performing ICT teams in a fast-paced environment. Proven commitment to delivering excellent customer service and driving user satisfaction. Able to manage priorities and meet deadlines without reducing the level of service. Ensure teams/individuals are accountable for unresolved issues, escalations, poor levels of performance. Experience and certified in ITIL framework and overseeing relevant service operations processes and best practices e.g. incident management, service request management, risk management SLA's, KPI.s, etc. Experience in process improvement, change management, and implementing new technologies within ICT operations Experience ensuring compliance with data protection, security, and regulatory standards (e.g., GDPR, ISO). Technical background with good understanding of various technologies and solutions. An understanding of Information Systems management in a Microsoft Active Directory Domain / Azure AD, Microsoft Windows Server and Microsoft Office 365 environment Strong analytical skills with experience in interpreting service desk metrics, identifying trends, and producing actionable reports. Experience managing vendor relationships and engaging with stakeholders at all levels to align ICT services with organizational goals. Experience in creating tender documentation and leading and running procurement processes. Effective interpersonal and communication skills. Experience improving and developing the knowledge & skills of others. Education Third Level Education Qualification is preferable. PFH Technology, owned by Ricoh - a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway. We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage. IND1 Skills: People Management Tender Writing Operations Management Service Desk Oversight
