IT Support Engineer – Level 2

About the role

We are looking for a proactive Level 2 IT Support Engineer to provide second‑line ICT support in a pharmaceutical environment. The role is fully onsite in Ringaskiddy, Cork and involves working closely with UK‑based first‑line teams and third‑party vendors.

Key responsibilities

• Accept and manage tickets from the first‑line support team in the UK.
• Deliver second‑line support with a focus on first‑time resolution.
• Troubleshoot, resolve and, when necessary, escalate technical issues.
• Collaborate with internal teams and external vendors to resolve incidents.
• Maintain and update knowledge‑base articles, SOPs and runbooks.
• Manage IT hardware and software assets.
• Support continuous service‑improvement initiatives.
• Participate in meetings with local and UK teams to discuss outstanding tickets.
• Log walk‑up requests and ensure they are ticketed.
• Comply with strict pharmaceutical laboratory guidelines.

Required profile

• Strong experience in an ITIL‑based service‑desk environment (incident, problem, change management).
• Proven troubleshooting, triage and escalation capabilities.
• Excellent customer‑first communication skills.
• Ability to work effectively as part of 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 managing security incidents and alerts.

What we offer

• 12‑month contract.
• Free on‑site parking and subsidised canteen.
• Modern open‑plan workspace within a pharmaceutical plant.
• Convenient bus service from Cork city centre.