Job Title: Level 2 Deskside Support Engineer
Location: Dublin 14
Job Type: Contract - 15 months
Work Type: Fully Onsite Monday to Friday initially and then eventually revert to 4 days onsite
Role Type: Deskside Support
Overview of Role
We are currently seeking a Level 2 Deskside Support Engineer for our client based in Dublin 14. This is a fully onsite role initially, supporting users across the organisation. This position is for a 15‑month contract. The successful candidate will manage incidents and service requests in line with ITIL standards, supporting a wide range of users and resolving escalated technical issues from first‑line support.
Role & Responsibilities
Dealing with incidents and service requests as defined by the ITIL framework.
Supporting users including staff, board members, contractors, and partners, ensuring issues are fully resolved.
Resolving complex issues escalated from first‑line support.
Communicating technical information in a clear, non‑technical manner.
Managing workload efficiently, prioritising, and escalating issues as required.
Managing a high volume of calls and meeting agreed SLAs.
Managing the full life‑cycle of service requests, including escalation to third‑line support.
Creating and maintaining technical documentation for best practices and knowledge sharing.
Skills, Qualifications & Experience
Microsoft Office 365.
Microsoft SharePoint 2016 / SharePoint Online.
Microsoft SQL Server.
Windows 10 / 11 Operating Systems.
Experience
Experience working in a Level 2 Deskside Support or similar role.
Proven ability to manage high volumes of incidents and service requests.
Experience working within ITIL frameworks and service environments.
Education & Certifications
Fluency in English is essential.
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