Our client requires an IT Helpdesk Support Engineer to be part of a managed ICT Helpdesk service supporting over 1,000 staff across multiple Dublin and regional sites. The role involves providing first and second-level support, device configuration, and hands-on deskside assistance for Windows 11 devices, Microsoft 365, and browser-based business systems. The position requires on-site presence in Dublin 2 with some hybrid flexibility.
Role & Responsibilities:
- Function as first-level point of contact for ICT support calls via phone and email, logging all incidents.
- Provide second-level support by phone, email, and remote desktop.
- Deliver deskside support to users at Dublin offices.
- Escalate complex issues to senior support staff or external service providers when necessary.
- Configure and install hardware, mobile devices, and peripherals and install software as required.
- Conduct handover and briefing sessions for users on laptops, mobiles, and tablets.
Skills, Qualifications & Experience
- Strong experience with Microsoft 365, Windows OS, and device support.
- Solid background in ICT helpdesk and end-user support.
- Proficiency in setting up smart devices, including iOS and Android platforms.
- English language proficiency required.
Experience:
- Minimum 2 years of IT Helpdesk experience
- Experience supporting Windows 11 devices and Microsoft 365 environments.
- Ability to work on-site in a fast-paced, user-facing environment.
