Job Title: L2 IT Deskside Support EngineerReporting to: IT Service Delivery Manager / IT Operations ManagerRole OverviewThe L2 IT Deskside Support Engineer is responsible for providing second-line technical support to end users, ensuring timely resolution of hardware, software, and infrastructure-related issues.This role acts as an escalation point from L1 Service Desk and delivers hands-on, deskside support across laptops, desktops, mobile devices, printers, and meeting room technologies. The successful candidate will combine strong technical troubleshooting skills with excellent customer service and communication abilities.Key ResponsibilitiesProvide L2 support for incidents and service requests escalated from L1Diagnose and resolve hardware and software issues for Windows (and/or macOS) environmentsSupport Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)Manage Active Directory and Azure AD tasks (user accounts, permissions, group policies)Troubleshoot networking issues (LAN/WAN, Wi-Fi, VPN connectivity)Support endpoint devices (laptops, desktops, printers, scanners, mobile devices)Manage device builds, imaging and deployment (Intune, SCCM, Autopilot or similar)Support AV and meeting room technology (Teams Rooms, Zoom Rooms, conferencing systems)Perform hardware replacements and upgradesMaintain accurate documentation within ticketing systemEnsure SLAs are met and provide updates to stakeholdersAssist with onboarding/offboarding processesContribute to continuous improvement of support processesTechnical Skills & ExperienceEssential:3+ years' experience in IT Support (minimum 1 year at L2 level)Strong Windows 10/11 support experienceMicrosoft 365 administration experienceActive Directory and Azure AD knowledgeExperience with ticketing systems (ServiceNow, Jira, Zendesk or similar)Basic networking knowledge (TCP/IP, DNS, DHCP)Experience with device management tools (Intune, SCCM, JAMF etc.)Excellent troubleshooting and problem-solving skillsDesirable:Experience supporting macOSKnowledge of ITIL processesExposure to cloud platforms (Azure)Experience in enterprise environmentsRelevant certifications (CompTIA A+, Network+, Microsoft, ITIL)Behavioural CompetenciesStrong customer service orientationClear and confident communicatorAbility to work independently and prioritise workloadDetail-oriented with strong documentation habitsTeam player with collaborative mindsetKey Performance Indicators (KPIs)SLA complianceFirst-time fix rateTicket resolution timesUser satisfaction scoresAccuracy of documentation
Location
Cork, Cork (Hybrid)
Department
Talent Solution
Employment Type
Temporary - Full-time
Minimum Experience
Mid-level
Compensation
40000