Level 2 /3 IT Support Engineer

Overview

We are seeking a skilled and dedicated Level 2/3 IT Support Engineer to join our dynamic IT support team in Ireland. In this role, you will provide exceptional second-line technical support for end users both onsite and remotely. Your expertise will play a crucial part in troubleshooting and resolving escalated issues to ensure seamless operations for our users.

Day-to-Day Responsibilities

• Troubleshoot and resolve escalated issues related to Microsoft 365 applications including Outlook, SharePoint, Teams, and OneDrive.
• Support Windows desktop and server environments, ensuring all systems run smoothly.
• Manage printer, networking, VPN, and mobile device issues.
• Perform basic network troubleshooting for firewalls, routers, and switches.
• Provide support for cloud environments, specifically Azure, AWS, and M365 Admin Center.
• Manage and resolve service desk tickets within defined SLAs.
• Escalate complex issues to Level 3 engineers or third-party vendors when necessary.
• Conduct regular maintenance, patches, and updates to ensure system integrity.
• Create and maintain internal documentation and knowledge base articles for team reference.
• Assist in onboarding and offboarding processes, including user accounts, devices, and access.
• Contribute to small-scale project work, such as migrations and upgrades.
• Utilize monitoring tools to proactively address and resolve system alerts.

What Makes This Role Unique

This position offers the opportunity to work in a collaborative and fast-paced environment where you can further develop your technical skills and grow your career in IT support. You will play a pivotal role in enhancing user experience and ensuring operational excellence across the organization.

• Proven experience as an IT Support Engineer or in a similar role, preferably at Level 2 or 3.
• Strong knowledge of Microsoft 365 applications and services.
• Experience with Windows desktop and server environments.
• Familiarity with troubleshooting printers, networking, VPNs, and mobile devices.
• Basic understanding of network devices including firewalls, routers, and switches.
• Experience in supporting cloud environments (Azure, AWS, M365 Admin Center).
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills to effectively engage with users and team members.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

• Competitive salary with performance-based incentives.
• Comprehensive health insurance and wellness programs.
• Flexible working hours with options for remote work.
• Professional development opportunities and training programs.
• Pension plan with employer contributions.
• Generous vacation policy and paid time off.
• Access to the latest technology and tools.
• Supportive and collaborative work environment.