IT Support Engineer – Level 2 (L1/L2 Service Desk)

About the role

We are looking for a proactive L1/L2 Service Desk Technician to provide first‑ and second‑line ICT support in a fully ITIL‑aligned environment. Based in Dublin, you will work on‑site four days a week and remotely on Fridays, delivering fast, customer‑focused solutions for Microsoft 365 and Windows platforms.

Key responsibilities

• Provide first‑ and second‑line support, aiming for high first‑time resolution rates.
• Log, track and resolve incidents using the PFH ticketing system following ITIL processes.
• Troubleshoot, diagnose and, when necessary, escalate hardware, software and network issues.
• Own problem tickets, perform root‑cause analysis and implement permanent fixes.
• Monitor and respond to security alerts and incidents.
• Collaborate with internal teams and third‑party vendors to resolve complex problems.
• Maintain knowledge‑base articles, SOPs and runbooks.
• Manage IT hardware and software assets and support continuous service improvement initiatives.

Required profile

• ITIL Foundation certification (v4 minimum) and experience in an ITIL‑based Service Desk.
• Strong troubleshooting, triage and escalation abilities.
• Excellent communication skills with a customer‑first mindset.
• Ability to work effectively within a team.

Required skills

• Windows 11 deployment and support.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Entra ID / Active Directory.
• Intune endpoint management and patching, including Azure Update Manager.
• Microsoft Defender (Vulnerability Management & XDR).
• Microsoft Teams and Teams Rooms.
• Experience handling security incidents and alerts.

What we offer

• Permanent contract with hybrid working model.
• Opportunity to work for a global ICT provider with strong vendor relationships.
• Professional development and support for further certifications.