Deskside Engineer (Level 2) – Onsite in Dublin

About the role

The Level 2 Deskside Engineer will work fully onsite at the client’s Dublin 11 location, providing frontline technical support to end‑users and ensuring high‑quality service delivery. The role combines hands‑on troubleshooting with ticket analysis to continuously improve the support experience.

Key responsibilities

• Represent the Deskside Support team in operational, technical and customer‑facing meetings.
• Produce weekly performance reports for management, highlighting metrics, achievements and improvement areas.
• Analyse Jira tickets regularly to identify recurring incidents, trends and root causes.
• Manage incidents and service requests from logging to resolution, ensuring accurate documentation in Jira.
• Diagnose, troubleshoot and resolve a wide range of hardware, software and network issues.
• Collaborate with Level 2 and Level 3 teams for complex problems while maintaining ownership of cases.

Required profile

• Minimum 4 years of deskside support experience.
• Proven ability to analyse tickets and implement root‑cause solutions.
• Strong communication skills and a customer‑focused attitude.
• Experience working in a fast‑paced, service‑oriented environment.

Required skills

• Microsoft Windows 10 and Windows 11 operating systems.
• Microsoft Office and Microsoft 365 applications.
• Networking fundamentals: TCP/IP, LAN, WLAN, Wi‑Fi, DNS, DHCP.
• Desktop and end‑user support across diverse hardware and software.
• Jira ticketing system for incident and request management.