L1 Support Engineer – Dublin (Hybrid)

About the role

We are looking for a proactive L1 Support Engineer to join our Dublin team. The role is hybrid, with two days a week working from home after an initial six‑week period. You will be the first point of contact for users, handling incidents and service requests while ensuring a high‑quality experience.

Key responsibilities

• Manage all incidents and service requests within SLA.
• Log and update tickets accurately in Autotask.
• Diagnose and resolve software and network issues.
• Document actions, time spent and resolutions clearly.
• Maintain call and ticket quality standards.
• Escalate unresolved incidents to higher support levels.
• Create and update knowledge articles in ITGlue.
• Support problem‑management initiatives to reduce repeat contacts.
• Provide a positive end‑user experience at every interaction.

Required profile

• Minimum 2 years experience in a similar L1 support role.
• Experience in a Managed Service Provider (MSP) environment is a plus.
• Strong troubleshooting abilities with concrete examples.
• Fluent English, both written and spoken, with attention to detail.
• Self‑starter who can work independently.
• IT qualification (diploma or degree) and preferably Microsoft certifications.

Required skills

• Autotask ticketing system.
• ITGlue documentation platform.
• Active Directory administration.
• Office 365 administration.
• Desktop support.

What we offer

• Salary €35 k‑€40 k per year, dependent on experience.
• On‑call allowance.
• Comprehensive benefits package.