Smyths Toys is one of the world's largest specialty retailers of children's toys.
We operate both online, and via our physical retail stores, with hundreds of stores spread across Europe and the UK.
We source our product range from an extensive array of UK, European, and international suppliers.
Are you up for the challenge?
Then please apply online today!
About the Role
We're looking for a Helpdesk Support Engineer to join our Galway-based IT team.
This role is ideal for someone with a solid technical foundation, excellent communication skills, and a proactive mindset.
You'll be the first point of contact for IT-related issues across our stores, warehouses, and offices, supporting a wide variety of users and technologies — including Windows, ChromeOS, POS, and networking.
You'll also work closely with the wider infrastructure team to support and monitor critical business applications.
We're looking for someone who enjoys problem-solving, helping others, and thinking ahead — identifying trends and potential issues before they impact users.
At Smyths Toys, you'll be encouraged to contribute ideas, think outside the box, and will be recognised and rewarded for going the extra mile
This role is located at our Head Office in Galway
Evening and weekend work required
Responsibilities
Provide first-line technical support to users via phone, email, or remote tools.
Log, prioritise, and manage incidents and requests through the company's ticketing system.
Diagnose and resolve issues with Windows, ChromeOS, and POS systems.
Troubleshoot and fix / escalate WAN, LAN and WLAN issues
Manage and support user accounts and permissions within Active Directory.
Assist in the support and monitoring of critical business applications with the wider IT team.
Help identify patterns or recurring issues and spot trends early to prevent wider impact.
Assist with device setup, deployment, and modern imaging technologies (e.g., cloud-based rebuild or zero-touch provisioning systems).
Promote good security practices, teaching end users how to work safely and efficiently.
Maintain clear, structured documentation for processes, fixes, and changes.
Escalate complex issues to higher-level engineers while maintaining ownership until resolution.
Communicate clearly with both technical and non-technical stakeholders.
Contribute ideas for system, process, and service improvements.
Travel to stores across the group for fitouts, pop up shops and as required for business purposes.
The Ideal Candidate
Experience in a helpdesk or IT support role.
Strong troubleshooting and diagnostic abilities.
Experience in basic networking troubleshooting tools.
Good knowledge of Windows *****, Microsoft 365, and ChromeOS environments.
Strong documentation and communication skills.
Awareness of basic IT security principles and the ability to teach users best practices.
Ability to identify trends and potential issues before they escalate.
Excellent customer service and interpersonal skills.
Ability to work independently or as part of a team in a fast-paced environment.
A proactive, positive attitude with a desire to learn and grow.
Flexibility to work varied shifts as rostered, including weekends, evenings and possible unsociable hours.
Good spoken and written German or French language skills.
Familiarity with Google Workspace or similar Cloud platforms.
Awareness of IT security, data protection, and compliance best practices.
Working understanding of Active Directory, Group Policy, DNS, and DHCP.
Familiarity with VOIP, encryption, and endpoint protection.
An attractive competitive salary and bonus package
A benefits package inclusive of:
33 Days Annual Leave (inclusive of public holidays)
Defined Contribution Pension Scheme
Life Assurance Cover
Employee Assistance Programme
Company Maternity and Paternity Payments
Special Life-Event Gifts
Length of Service Awards
Bike to Work Scheme
Smyths Toys is an Equal Opportunities Employer
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