Job Title: L2 IT Deskside Support Engineer
Reporting to: IT Service Delivery Manager / IT Operations Manager
Role Overview
The 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 Responsibilities
Provide L2 support for incidents and service requests escalated from L1
Diagnose and resolve hardware and software issues for Windows (and/or macOS) environments
Support 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 upgrades
Maintain accurate documentation within ticketing system
Ensure SLAs are met and provide updates to stakeholders
Assist with onboarding/offboarding processes
Contribute to continuous improvement of support processes
Technical Skills & Experience
Essential:
3+ years' experience in IT Support (minimum 1 year at L2 level)
Strong Windows 10/11 support experience
Microsoft 365 administration experience
Active Directory and Azure AD knowledge
Experience 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 skills
Desirable:
Experience supporting macOS
Knowledge of ITIL processes
Exposure to cloud platforms (Azure)
Experience in enterprise environments
Relevant certifications (CompTIA A+, Network+, Microsoft, ITIL)
Behavioural Competencies
Strong customer service orientation
Clear and confident communicator
Ability to work independently and prioritise workload
Detail-oriented with strong documentation habits
Team player with collaborative mindset
Key Performance Indicators (KPIs)
SLA compliance
First-time fix rateTicket resolution times
User satisfaction scores
Accuracy of documentation
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Location
Cork, Cork (Hybrid)
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Department
Talent Solution
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Employment Type
Temporary - Full-time
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Minimum Experience
Mid-level
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Compensation
40000
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