End User Support Engineer

About the role

The End User Support Engineer will be the primary escalation point for complex desktop, hardware and software issues in Cork. You will ensure high‑quality end‑user support, drive technical standards and collaborate with infrastructure, security and application teams to continuously improve the computing environment.

Key responsibilities

• Provide advanced troubleshooting, root‑cause analysis and resolution for Windows and macOS desktop incidents.
• Manage endpoint tools such as Microsoft Intune, ensuring patching, security hardening and compliance.
• Maintain technical documentation, SOPs and knowledge‑base articles in Ivanti ISM.
• Coordinate with Infrastructure, Security, Networking and Applications teams on cross‑platform issues.
• Support VIP and business‑critical users, communicating technical information clearly to non‑technical stakeholders.
• Participate in technology roadmaps, service‑improvement initiatives and automation opportunities.

Required profile

• Significant experience in desktop/end‑user computing support within an enterprise environment.
• Proven expertise supporting Windows and macOS desktops.
• Strong understanding of ITIL‑aligned service management processes.
• Degree in IT or related field, or equivalent experience.

Required skills

• Windows desktop operating systems
• macOS desktop operating systems
• Microsoft Intune endpoint management
• Microsoft 365 and collaboration tools
• Desktop security, patching and device compliance
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi)
• ITIL service‑management framework
• Ivanti ISM or ServiceNow ITSM tools