Job Title: IT Support Engineer
Overview
We are seeking a versatile IT Support Engineer supervisor to join our team. This role is for providing technical assistance to users both remotely and on-site. The ideal candidate will have at least 8 years' experience in a similar position (Supervisor), with strong troubleshooting skills across hardware, software, cloud, and business applications.
Key Responsibilities
* Have experience in last line support through the helpdesk (phone, email, remote tools, and ticketing system).
* Deliver on-site field support for hardware, networking, and software issues.
* Troubleshoot and resolve issues across desktops, laptops, printers, mobile devices, and peripherals.
* Support and administer Microsoft 365, Azure, Windows operating systems, and Active Directory.
* Provide application support, investigating and resolving user issues across core business systems.
* Configure and maintain user accounts, devices, and applications.
* Carry out system checks, updates, and patch management.
* Document incidents, resolutions, and system/application changes.
* Escalate complex issues to senior engineers or vendors when necessary.
* Ensure clear, professional communication and excellent customer service at all times.
Requirements
* Minimum 9 years' experience in an IT support role as a supervisor (helpdesk and/or field engineering).
* Strong knowledge of Windows OS, Microsoft 365, Azure, and Active Directory.
* Hands-on experience with hardware and peripheral troubleshooting.
* Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
* Experience using ticketing/helpdesk systems.
* Excellent troubleshooting, communication, and customer service skills.
* Ability to work independently and manage priorities effectively.
* Full Irish driving licence and own transport (required for field support).
Desirable Skills
* Experience with Zebra industrial and desktop label printers.
* Experience with Honeywell/Intermec barcode scanners.
* Familiarity with FreshService helpdesk.
* Experience with Microsoft Intune.
* Familiarity with Linux or macOS.
* Proficiency with SQL (querying databases, data analysis).
* Understanding of APIs (REST/SOAP concepts, integrations, troubleshooting).
* Knowledge of Infor M3 ERP.
* Knowledge of ITIL principles.
* Industry certifications (CompTIA, Microsoft, ITIL, Cisco, etc.).
Personal Attributes
* Excellent communication skills, both written and verbal.
* Strong team player with a solid work ethic and commitment.
* Able to thrive in a fast-paced, dynamic environment.
* Self-motivated with a positive, proactive attitude.
* Strong analytical and critical-thinking skills.
* Ability to clearly explain technical matters to non-technical audiences.