Job Summary
The IT Support Engineer L1 is the first point of contact for end-users experiencing technical issues. This role involves troubleshooting hardware, software, and network-related problems, escalating more complex issues when necessary, and ensuring smooth day-to-day IT operations.
Key Responsibilities
* Act as the first point of contact for IT support requests via phone, email, ticketing system, or in person.
* Diagnose and troubleshoot basic hardware and software issues on desktops, laptops, printers, and mobile devices.
* Support installation, configuration, and maintenance of operating systems and applications (Windows, macOS, etc.).
* Provide basic network troubleshooting (LAN, Wi-Fi, VPN connectivity).
* Assist with user account creation, password resets, and permissions management in Active Directory / Microsoft 365.
* Install and update antivirus and security software.
* Escalate unresolved issues to Level 2/Level 3 engineers and follow up on resolution.
* Maintain IT inventory records and ensure proper documentation of incidents and solutions.
* Support video conferencing tools, projectors, and meeting room technology.
* Ensure compliance with IT policies, procedures, and security guidelines.
Requirements
Education & Experience:
* Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
* 0–2 years of experience in IT support, helpdesk, or a similar role.
* Basic knowledge of computer hardware, operating systems, and networking.
Skills & Competencies:
* Strong problem-solving and analytical skills.
* Excellent communication and customer service skills.
* Ability to work under pressure and manage multiple tasks.
* Basic understanding of ITIL processes (Incident, Request, Escalation).
Technical Knowledge (Preferred):
* Windows & macOS troubleshooting
* Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
* Basic networking (TCP/IP, DNS, DHCP)
* Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Job Type: Part-time
Application question(s):
* Are you available for backfill role, with 1 year commitment?
* Can you join us immediately?
Language:
* English (required)
Work authorisation:
* Ireland (required)
Location:
* Limerick, County Limerick (required)