We're looking for an experienced IT Support Technician to join our team, providing 2nd line technical support to staff across the business. You'll handle escalations from our helpdesk, manage hardware and software issues, and help maintain a reliable, secure IT environment.
Key Responsibilities
- Provide 2nd line support for hardware, software, network, and system issues, escalated from 1st line/helpdesk.
- Install, configure, and maintain desktops, laptops, printers, and mobile devices.
- Manage user accounts, permissions, and access via Active Directory / Azure AD (Entra ID).
- Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and troubleshoot related issues.
- Diagnose and resolve network connectivity problems (LAN/WAN, VPN, Wi-Fi).
- Maintain accurate records in the ticketing system (e.g. ServiceNow, Freshservice, Jira Service Desk) and meet agreed SLAs.
- Support onboarding/offboarding of staff, including equipment setup and account provisioning.
- Assist with patch management, antivirus, and basic cybersecurity hygiene.
- Liaise with 3rd line support and external vendors on complex or unresolved issues.
- Contribute to IT documentation, knowledge base articles, and process improvements.
- Occasional support for AV/meeting room equipment and office IT infrastructure.
Requirements
- 2–4 years' experience in an IT support role, with demonstrated 2nd line/desktop support experience.
- Strong knowledge of Windows 10/11, and familiarity with macOS an advantage.
- Experience with Active Directory, Microsoft 365 administration, and basic networking (TCP/IP, DNS, DHCP).
- Familiarity with ticketing systems and ITIL-based support processes.
- Good understanding of IT security fundamentals (MFA, endpoint protection, GDPR awareness).
- Strong problem-solving skills and ability to work independently.
- Excellent communication skills, with the ability to explain technical issues to non-technical staff.
- Relevant certification (CompTIA A+/Network+, Microsoft MS-900, ITIL Foundation) desirable but not essential.
- Eligible to work in Ireland.
Pay: €28,300.00-€52,900.16 per year
Benefits:
- Additional leave
- Company events
- Employee discount
- Gym membership
- On-site parking
- Sick pay
- Work from home
Work Location: Hybrid remote in Dublin, County Dublin
