End User Support Engineer

About the role

The End User Support Engineer provides advanced technical troubleshooting and serves as the escalation point for desktop, hardware, and software issues in Cork. The role ensures high‑quality end‑user support, drives technical standards, and collaborates with infrastructure, security, and application teams to improve the computing environment.

Key responsibilities

• Act as primary escalation point for complex desktop, hardware and software incidents.
• Manage endpoint tools such as Microsoft Intune, ensuring patching, security hardening and compliance.
• Provide advanced support for VIP and business‑critical users and communicate resolutions clearly.
• Maintain technical documentation, SOPs and knowledge‑base articles; keep accurate asset and incident records in Ivanti ISM.
• Collaborate with infrastructure, security, networking and application teams on cross‑platform issues and service‑improvement initiatives.

Required profile

• Significant experience in enterprise desktop/end‑user computing support.
• Proven experience with Windows and macOS environments.
• Strong background in ITIL‑aligned incident, problem and change management.
• Degree in IT or a related field.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Intune
• Microsoft 365
• Ivanti ISM or ServiceNow
• ITIL processes
• TCP/IP, DNS, DHCP, VPN, Wi‑Fi fundamentals
• Endpoint management, patching and security hardening