Senior Technical Support Specialist

About the role

We are looking for a Senior Technical Support Specialist to join our global IT Service Delivery team in Dublin. The role is hybrid, with 2‑3 days on‑site per week, and involves providing high‑quality technical support for a modern enterprise technology environment across local and international users.

Key responsibilities

• Deliver advanced Level 2 support for end‑user technologies, collaboration platforms and workplace systems.
• Act as escalation point for complex issues involving Microsoft 365, Intune, Entra ID/Azure AD and user access.
• Manage incidents, service requests and problem records through ITSM processes aligned with ITIL.
• Provide onsite support for Dublin users and remote assistance for international teams.
• Support Microsoft 365 services (Outlook, Teams, SharePoint Online, OneDrive, Office apps) and Teams Rooms.
• Assist with device provisioning, lifecycle management and secure access controls.
• Troubleshoot Windows 10/11 environments, networking, DNS, DHCP and Active Directory.
• Coordinate with infrastructure, security and third‑party vendors, including Microsoft support.
• Maintain accurate ticketing, documentation and knowledge‑base articles.
• Mentor junior team members and contribute to continuous improvement initiatives.

Required profile

• 5+ years of senior IT support or service delivery experience in an enterprise setting.
• Proven ability to resolve complex technical issues and act as an escalation point.
• Strong customer‑focused attitude with experience supporting executive and VIP users.
• Excellent communication and documentation skills.

Required skills

• Microsoft 365 (Outlook, Teams, SharePoint Online, OneDrive, Office)
• Intune device management
• Entra ID / Azure AD and Active Directory
• Windows 10/11 operating systems
• Endpoint management and compliance
• DNS, DHCP and networking fundamentals
• ITSM tools and ITIL processes
• Teams Rooms and collaboration hardware

What we offer

• Competitive salary €65,000‑70,000 per year plus benefits.
• Option for permanent or contract employment.
• Hybrid working model with regular onsite collaboration.
• Opportunities for professional development and mentorship.