Job DescriptionThe End User Support role provides technical troubleshooting and acts as the escalation point for Ireland‑based issues. This role is responsible for ensuring high‑quality end‑user support services, driving technical standards, coordinating complex incidents, and problem management activities. The End User Support Engineer will oversee desktop support operations, ensure adherence to ITIL best practices, and work closely with infrastructure, security, and application teams to improve the end‑user computing environment.
Responsibilities
Technical & Escalation Support
Act as the primary escalation point for complex desktop, hardware, and software issues in Cork.
Provide advanced troubleshooting and root cause analysis for recurring incidents.
Define and enforce technical standards, procedures, and best practices for end‑user support.
End User Computing Engineering
Manage endpoint tools such as Microsoft Intune.
Ensure patching, security hardening, and compliance across end‑user devices.
Evaluate and recommend hardware, software, and tooling improvements.
User Assistance & Stakeholder Engagement
Provide advanced user support and guidance for VIPs and business‑critical users.
Communicate technical issues and resolutions clearly to non‑technical stakeholders.
Work with business units to understand requirements and improve end‑user experience.
Documentation & Knowledge Management
Maintain and improve technical documentation, SOPs, and knowledge base articles.
Ensure accurate asset and incident records within Ivanti ISM.
Document root cause analyses and improvement actions.
Collaboration & Continuous Improvement
Collaborate with Infrastructure, Security, Networking, and Applications teams on cross‑platform issues.
Participate in technology roadmaps and service improvement initiatives.
Identify opportunities for automation, standardisation, and cost optimisation.
Technical Experience
Significant experience in desktop/end‑user computing support within an enterprise environment.
Proven experience supporting Windows and macOS desktop environments.
Advanced troubleshooting experience with hardware, operating systems, and enterprise applications.
Experience with endpoint management platforms such as Microsoft Intune.
Strong knowledge of desktop security, patching, and device compliance practices.
Experience supporting Microsoft 365, collaboration tools, and corporate productivity platforms.
Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
Service Management & Process
Experience working within ITIL‑aligned service management frameworks (Incident, Problem, Change, Request).
Experience using enterprise ITSM tools such as Ivanti ISM, ServiceNow, or equivalent.
Ability to perform root cause analysis and drive problem management activities.
Qualifications
Essential
Degree in IT or related field, or equivalent professional experience.
Strong experience in enterprise desktop/end‑user computing support.
Advanced troubleshooting of Windows/macOS, hardware, and enterprise applications.
Experience with endpoint management tools (Intune, SCCM/MECM, Ivanti, JAMF, or similar).
Knowledge of ITIL‑based service management processes and ITSM tools (Ivanti ISM, ServiceNow).
Proven experience in a senior or lead technical role, including mentoring or escalation management.
Strong communication and stakeholder engagement skills.
Full driver’s licence.
Desirable
Microsoft, ITIL, or CompTIA certifications.
Experience with VDI technologies and device lifecycle management.
Exposure to global enterprise environments and vendor management.
Benefits
Matched Rate Pension
25 Days Holiday + Bank Holidays, with option to buy/sell days
Flexible benefits to suit your individual needs
All colleagues get free access to LinkedIn Learning (over 15,000 courses)
Candidates must be able to demonstrate a pre‑existing right to work and travel within the EU. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.
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