Job Summary
We are seeking a motivated and customer-focused IT Support Engineer (Level 1) to provide first-line technical support to end users. The ideal candidate will be responsible for troubleshooting hardware, software, network, and system-related issues while ensuring timely resolution and excellent customer service.
Key Responsibilities
- Provide Level 1 technical support for desktops, laptops, printers, mobile devices, and peripherals.
- Respond to incidents and service requests through ticketing systems, phone, email, or in-person support.
- Diagnose and resolve common hardware, software, operating system, and connectivity issues.
- Install, configure, and maintain Windows operating systems and standard business applications.
- Perform user account administration, including password resets, account creation, and access management.
- Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Assist with workstation setup, deployment, relocation, and decommissioning.
- Support network connectivity issues, including LAN, Wi-Fi, VPN, and basic TCP/IP troubleshooting.
- Document incidents, resolutions, and support activities accurately in the ticketing system.
- Escalate unresolved issues to Level 2 or specialized support teams when necessary.
- Follow IT service management (ITSM) processes and organizational security policies.
- Maintain inventory records for IT equipment and assets.
Required Skills & Qualifications
- 1–3 years of experience in IT Support, Service Desk, Help Desk, or Desktop Support roles.
- Strong knowledge of Windows 10/11 operating systems.
- Experience supporting Microsoft 365 applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Familiarity with Active Directory and user account management.
- Experience with ticketing tools such as ServiceNow, Jira, Zendesk, Freshservice, or similar platforms.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to work independently and within a team environment.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft certifications.
- Experience in onsite and remote support environments.
- Knowledge of ITIL processes and best practices.
Key Competencies
- Customer Service Orientation
- Technical Troubleshooting
- Attention to Detail
- Time Management
- Communication Skills
- Team Collaboration
- Adaptability and Learning Agility
Application question(s):
- This is a backfill role, in which whenever our Full-Time engineer is on leave, so the backfill engineer will provide support on those days. Are you available for the backfill role?
- Can you join us immediately?
Language:
Work authorisation:
Location:
- Limerick, County Limerick (required)
Work Location: In person
