End User Support Engineer

About the role

The End User Support Engineer is responsible for delivering high‑quality desktop and endpoint support to users across Ireland, with a focus on complex technical issues and escalation handling. The role works closely with infrastructure, security and application teams to continuously improve the end‑user computing environment.

Key responsibilities

• Act as the primary escalation point for advanced Windows and macOS desktop, hardware and software incidents in Cork.
• Perform root‑cause analysis for recurring problems and drive problem‑management activities.
• Manage endpoint tools such as Microsoft Intune, ensuring patching, security hardening and compliance.
• Maintain technical documentation, SOPs and knowledge‑base articles in Ivanti ISM.
• Collaborate with infrastructure, networking, security and application teams on cross‑platform incidents and service‑improvement initiatives.
• Provide specialised support to VIP and business‑critical users, translating technical issues into clear business language.

Required profile

• Significant experience in desktop/end‑user computing support within an enterprise environment.
• Proven track record supporting both Windows and macOS operating systems.
• Hands‑on experience with endpoint management platforms, preferably Microsoft Intune.
• Familiarity with ITIL‑aligned service‑management processes (Incident, Problem, Change, Request).
• Degree in IT or a related field, or equivalent professional experience.

Required skills

• Windows desktop support
• macOS desktop support
• Microsoft Intune
• Microsoft 365 and collaboration tools
• Ivanti ISM or ServiceNow
• ITIL service‑management framework
• TCP/IP, DNS, DHCP, VPN, Wi‑Fi networking fundamentals
• Hardware troubleshooting and OS troubleshooting
• Desktop security, patch management and device compliance