Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

Gong seeks an IT Service Desk Specialist to support our Dublin office and assist with remote employees across North America. In this role, you will provide end-user support for hardware, software, and SaaS products from initial response through resolution. You will take ownership of basic to medium-complexity incidents and effectively communicate timely updates with the end user, management, and teammates.

RESPONSIBILITIES

• Troubleshoot hardware and software issues for laptops, peripherals, and mobile devices, including login, application, performance, and basic connectivity
• Respond to incidents and service requests promptly
• Maintain excellent communication with users on incident status with a focus on user satisfaction
• Create and maintain documentation for problems and the knowledge base
• Troubleshoot and escalate office-related issues (A/V, printers, network)
• Support user onboarding by deploying hardware and providing training
• Manage user access to systems during employee lifecycle events (pre-hire, onboarding, separation)
• Prioritise tasks and track progress with minimal supervision and guidance

QUALIFICATIONS

• 2+ years of experience in IT support or a similar role.
• Proven experience troubleshooting Windows and MacOS
• Experience with basic FreshService Ticketing system, Okta, Zoom, Slack, Office365, and Google Workspace administration.
• Proficient knowledge of networking equipment and standard internet protocols such as TCP/IP, DNS, and DHCP.
• Working knowledge of Mobile Device Management (MDM) solutions, particularly JAMF - advantage.
• Excellent communication, interpersonal, and customer service skills with a patient, empathetic, and professional demeanour.
• Proven ability to support remote workforce
• Ability to manage and prioritise multiple ongoing incidents and requests
• Availability for **Full-time On-site** position in Dublin 4

PERKS & BENEFITS

• Education & learning stipend to support your personal growth and development.
• Annual Leave / Paid Parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home allowance to help you succeed in a remote environment.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.