Role Title:IT Support EngineerBusiness Area:Service OperationsAbout This Role:Due to continued expansion of eir evo we are now seeking to recruit a Level 1 IT Support Engineer that endeavors to become an integral part of our Managed Services Team, working in an evolving and exciting multi-customer multi-technology IT environmentWhy This Role:Expectations From The Role:Working in a growing Managed Services team with procedures based on ITIL Framework and governed by ISO 20000Provide first‑line technical support to customers via phone, email, and ticketing systemLog, triage, and resolve incidentsPerform initial investigation and diagnosis of issues, gathering all relevant informationWork with technical experts and business managers to support and when appropriate input into recommendations to optimise client solutionsInvestigation and Diagnosis - establish failing component, confirm impact, identify any events that may have been a contributing factorResolution and Recovery, reducing impact were possibleCoordinate with other ICT teams or 3rd parties when required.Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge managementRequirements For A Successful Application:1–2 years experience in an IT support, helpdesk, or customer service role (or relevant education/certification)Basic understanding of Microsoft Windows desktop environmentsFamiliarity with Microsoft 365, Active Directory, and common business applicationsBasic troubleshooting skills for hardware, software, and networking issuesAn understanding of networking to be capable of identifying network issuesStrong communication skills and the ability to manage customer expectationsITIL knowledge and experienceThe successful candidate:Has a flair for technology and enjoys problem solving and rising to challengesEnjoys working with teams and liaising with multiple stakeholdersIs comfortable asking questions, seeking guidance, and escalating when appropriateDemonstrates great determination in resolving issues and closing out projectOthers:About EirOur purpose is toconnect for a better Ireland.Our ambition isto be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.