L2 Deskside Support Engineer - Dublin 14

Job Title: Level 2 Deskside Support Engineer

Location: Dublin 14

Job Type: Contract - 15 months

Work Type: Fully Onsite Monday to Friday initially and then eventually revert to 4 days onsite

Role Type: Deskside Support

Overview of Role

We are currently seeking a Level 2 Deskside Support Engineer for our client based in Dublin 14. This is a fully onsite role initially, supporting users across the organisation. This position is for a 15 month contract. The successful candidate will manage incidents and service requests in line with ITIL standards, supporting a wide range of users and resolving escalated technical issues from first line support.

Role & Responsibilities

• Dealing with incidents and service requests as defined by the ITIL framework.
• Supporting users including staff, board members, contractors, and partners, ensuring issues are fully resolved.
• Resolving complex issues escalated from first line support.
• Communicating technical information in a clear, non technical manner.
• Managing workload efficiently, prioritising, and escalating issues as required.
• Managing a high volume of calls and meeting agreed SLAs.
• Managing the full life cycle of service requests, including escalation to third line support.
• Creating and maintaining technical documentation for best practices and knowledge sharing.

Skills, Qualifications & Experience

• Microsoft Office 365.
• Microsoft SharePoint 2016 / SharePoint Online.
• Microsoft SQL Server.
• Windows 10 / 11 Operating Systems.

Experience

• Experience working in a Level 2 Deskside Support or similar role.
• Proven ability to manage high volumes of incidents and service requests.
• Experience working within ITIL frameworks and service environments.

Education & Certifications

• Fluency in English is essential.