Cusken Sync IT

Customer Service/ Support Engineer

Applications closed 17/05/2024 .
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About Us

Cusken Sync IT is a leading provider of technology, IT services and office fitout solutions to businesses, schools, education providers and public sector organisations. Based in Dundalk and Drogheda, we provide services extensively across the north-east region and nationwide.

The Role

We are currently seeking a Customer Service / Support Engineer to join our award-winning support team. Excellent communication skills and a customer-focused mindset are essential. In addition you must be personal and passionate, with an ability to handle both front desk responsibilities and basic technical IT support inquiries, to direct them to the relevant department.

Key Responsibilities

  • Greet and assist visitors, clients, and employees in a professional and courteous manner.
  • Manage incoming calls, utilise basic knowledge to assess inquiry and direct calls accordingly.
  • Maintain a tidy and organised reception / service desk area, ensuring a welcoming environment.
  • Handle incoming and outgoing mail and packages.
  • Manage scheduling and appointments for meeting rooms.
  • Answer inbound technical service calls promptly and professionally.
  • Act as the initial point of contact for technical IT inquiries, utilising basic technical knowledge to assess and categorise issues.
  • Direct calls to the appropriate department based on the nature of the reported issues/requests.
  • Ensure seamless transfer of information and maintain a high level of customer satisfaction.
  • Stay updated on product knowledge to ensure efficient call routing. Be curious/willing to learn.


  • Previous experience in a customer-facing position ideal.
  • Basic technical IT knowledge with the ability to understand/categorise technical issues.
  • Strong communication skills, both verbal and written.
  • Ability to remain calm and professional in high-pressure situations.
  • Excellent organisational skills and attention to detail.
  • Flexibility to adapt to changing responsibilities and priorities.

While this is a ‘entry level’ role, we as a company want this candidate to grow with us over the years to come. All technical staff have a pre-agreed training and development plan set out after the probation period. We have a transparent ‘Learning Plan’ that we put in place for all engineers depending on their appetite to learn and grow. This includes all the relevant Microsoft and partner-led training initiatives.

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