Role Overview
The End User Support role provides technical troubleshooting and acts as the escalation point for the team 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.
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 platform.
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.
Essential Qualifications
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 Qualifications
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.
A selection of flexible benefits to suit your individual needs.
All colleagues get free access to LinkedIn Learning (over 15000 courses).
Application Requirements
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.
Equal Opportunity Statement
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 feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
#J-18808-Ljbffr