Technical Services Support Engineer – Print & IT Support Specialist
Location: Dublin (primarily office-based with customer-site travel as required)
Division: Imaging and Print Solutions
Department: Imaging and Print
Contract: Full-time, permanent
Hours: Monday–Friday, 09:00–17:30 (occasional flexibility required for customer site coverage and travel)
Start Date: ASAP
About the Role
Are you a hands-on IT support professional who enjoys troubleshooting, solving technical faults, and working directly with customers, users and technical systems?
This role sits within an experienced Imaging and Print Technical Services team, focusing on print systems, personal computing, end-user support, hardware troubleshooting, field service and technical deployments.
You will play a key role in supporting both Datapac and customer environments, ensuring reliable service delivery, fast resolution of technical issues and a consistently positive customer experience.
The role is predominantly based at the Datapac Dublin office, with travel to customer sites and other locations required from time to time depending on service and project requirements.
Role Overview
The purpose of this role is to provide technical support across print and personal computing environments, taking ownership of service requests, incidents and problem tickets through to completion.
The role includes remote support, deskside services, reactive field-based break/fix interventions, preventative maintenance, hardware deployments, refresh projects and customer-site technical services.
You will work closely with the Print Support, Technical Services, Print Installations and wider Datapac teams, as well as customers and technology vendors, to ensure efficient service delivery, accurate documentation and high-quality customer communication.
Responsibilities
- Provide onsite end-user customer service and technical support across print, personal computing and associated hardware
- Perform diagnostics, troubleshooting and break/fix support across PCs, laptops, printers, peripherals and related equipment
- Log, qualify and manage customer service requests, incidents and problem tickets through to resolution
- Troubleshoot, diagnose and resolve technical issues in line with agreed service levels and operational procedures
- Provide remote and onsite support for hardware, software, endpoint and print-related issues
- Configure, maintain and support print systems and associated software/services
- Carry out routine and reactive maintenance, including system health checks, firmware upgrades and preventative maintenance
- Prepare, configure and stage devices and hardware for customer deployment
- Support new hardware deployments, refresh projects and installations, either independently or as part of a project team
- Support senior and consultant engineers with hardware setup, staging and deployment activities
- Use diagnostic tools, system information and available technical resources to identify and resolve issues
- Maintain full and accurate updates in the service management/ticketing system
- Ensure all actions, communications, progress updates and resolutions are recorded accurately and in a timely manner
- Provide clear, professional and timely communication to end users throughout the support process
- Act as a primary technical contact for assigned customers and designated helpdesk accounts
- Escalate complex incidents and problems to senior engineers, specialist teams or third-party vendors where required
- Liaise with relevant technology vendors to support incident and problem resolution
- Monitor vendor bulletins, technical forums and other information sources to remain aware of emerging technical issues and developments
- Collaborate with technical teams to meet service targets and operational requirements
- Support wider Datapac teams during periods of increased demand, holidays or fluctuations in call volumes
- Undertake onsite customer secondments where appropriate based on specialism, location and experience
- Deliver high standards of customer service and maintain a professional approach in all interactions
- Follow all information security, data protection, governance, quality and health & safety procedures
- Undertake additional duties as required to support business operations
Knowledge & Experience Required
- Minimum 1 year's experience in a customer-focused technical support role
- Hands-on experience troubleshooting IT hardware, peripherals and technical systems
- Experience working with printers, print systems and personal computing technologies
- Experience working with ticketing/helpdesk or IT service management systems
- Strong technical troubleshooting and logical problem-solving skills
- Proven administrative and organisational skills
- Excellent verbal and written English communication skills
- Ability to work independently while maintaining a strong team focus
- Strong customer service and relationship management skills
- Full manual Category B driving licence (required)
- HP Print and Personal Computing certifications are essential, or a commitment to achieving them within agreed timelines where not already held
Essential
- Proven experience supporting and troubleshooting print environments and devices
- Customer-focused technical support experience
- Full manual Category B driving licence
- Strong written and verbal communication skills
- Ability to manage incidents, service requests and problems through to completion
- Willingness and ability to travel to customer sites when required
Desirable
- Third-level qualification, such as an Ordinary Bachelor's Degree or above, in Computer Science or a related discipline
- Experience with Print Fleet Management and Managed Print Services software such as SafeCom, JetAdvice or similar
- Experience supporting personal computing and endpoint environments
- Experience with hardware deployments, refresh projects and field service activities
- Professional technical certifications
- Awareness of ITIL and service management principles
- Experience working within an ISO-certified or structured governance environment
Personal Attributes
- Strong attention to detail
- Logical and methodical approach to problem solving
- Strong commercial awareness
- Professional and customer-focused approach
- Positive, can-do attitude
- Ability to work on your own initiative while maintaining a strong team focus
- Interest in continuously advancing technology
- Desire to learn and develop technical knowledge
- Strong commitment to delivering an excellent customer experience
Governance & Compliance
You will be expected to work in accordance with the organisation's management systems and governance frameworks, including:
- ISO 9001 – Quality Management
- ISO 14001 – Environmental Management
- ISO 27001 – Information Security
- ISO 20000 – IT Service Management
- ISO 45001 – Health & Safety
You will also be required to maintain appropriate documentation and evidence to support audit and compliance activities and contribute to a strong culture of quality, security, health and safety.
What’s in It for You
Technical Services Support Engineer – Print & IT Support Specialist
Location: Enniscorthy (primarily onsite – office & customer sites)
Division: Technical Services
Contract: 3-month fixed-term (with opportunity to transition to permanent based on performance and business needs)
Hours: Full-time, Monday–Friday, 09:00–17:30 (occasional flexibility required for customer site coverage)
Start Date: ASAP
About the Role
Are you a hands-on IT support professional who enjoys troubleshooting, solving technical faults, and working directly with users and systems? This role sits within a busy Technical Services function, focusing on print systems, end-user support, hardware troubleshooting, and infrastructure maintenance.
You will play a key role in supporting both office and customer environments, ensuring reliable service delivery and fast resolution of technical issues.
Role Overview
The purpose of this role is to provide 1st and 2nd line technical support while also supporting print systems, hardware troubleshooting, and field service activities. You will work closely with technical teams to ensure efficient service delivery, accurate documentation, and high-quality customer communication across all interactions.
Responsibilities
- Perform diagnostics, troubleshooting, and break/fix support across laptops, PCs, printers, peripherals, and related hardware
- Provide 1st and 2nd line IT support via phone, email, and remote tools
- Deliver on-site and remote support for hardware, software, networking, and print-related issues
- Configure, maintain, and support print systems and associated software/services
- Maintain accurate control of tools, equipment, and technical documentation where applicable
- Prepare and configure devices for deployment and field service use
- Support installation, setup, and staging of IT equipment and systems
- Carry out routine maintenance tasks including updates, checks, and basic system health monitoring
- Use diagnostic tools, logs, and scripts to identify and resolve technical issues
- Maintain full and accurate updates in the call management/ticketing system
- Ensure all documentation, progress updates, and resolutions are recorded in real time
- Provide clear, professional communication to end users throughout the support process
- Escalate complex issues to senior engineers or third-party vendors when required
- Collaborate with technical teams to meet service targets and operational requirements
- Deliver high standards of customer service in all interactions
- Follow all information security, data protection, and health & safety procedures
- Undertake additional duties as required to support business operations
Knowledge & Experience Required
- Minimum 2 years’ experience in IT support (helpdesk or field-based role)
- Strong experience supporting Windows OS, Microsoft 365, Azure, and Active Directory
- Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi
- Hands-on experience troubleshooting hardware, peripherals, and IT systems
- Experience working with ticketing/helpdesk systems
- Strong communication and problem-solving skills
- Full manual Category B driving licence (required)
Essential
- Proven experience supporting and troubleshooting print environments and devices
Desirable
- Knowledge of Linux and/or macOS environments
- Basic SQL skills for querying or data analysis
- Awareness of ITIL principles and service management practices
- Industry certifications (CompTIA, Microsoft, Cisco, ITIL, etc.)
What’s in It for You
- Company van
- Competitive salary and company pension scheme
- Free financial advice service
- Life assurance and comprehensive wellness programme
- Sponsored training and ongoing professional development
- Regular team-building events and company initiatives
- Flexible lifestyle days and 3 paid volunteer days per year
- Opportunity to work across print, personal computing and technical services
- Exposure to customer projects, hardware deployments and field service activities
- Sponsored training and ongoing professional development
- Opportunities to achieve and maintain relevant HP Print and Personal Computing certifications
- Experience working alongside experienced technical and specialist engineering teams
- Opportunities for customer-site project work and professional development
- A varied role within a fast-paced and customer-focused technical environment
- Supportive team environment with opportunities to broaden your technical skills
Pay: €28,300.00-€35,000.00 per year
Application question(s):
- The salary range for this role is €28,000–€35,000 per annum, pro rata, depending on experience. This range is not negotiable, so please only apply if you are comfortable with the stated salary range.
Experience:
- IT support: 1 year (required)
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
Location:
- Dublin, County Dublin (preferred)
Work Location: In person
