Front-line Service Desk Engineer

The Role This is the role where every support day starts. Every day, requests come in from clients. A laptop that won't boot, an account that's locked, an app that's stopped playing ball. Some urgent, some routine, all needing someone who can pick them up, work them out, and get people moving again. That someone is you. You'll be the first voice clients hear and the first hands on the problem. Answering the call. Diagnosing the fault. Fixing what you can there and then, and knowing when to pass the tricky ones up the line. Logging it all cleanly as you go. When this role is done well, clients get back to work fast, the wider team stays focused on the hard stuff, and nothing gets lost along the way. If you like solving problems, take pride in a job done properly, and want to build a real career in IT from the ground up, this is the job. What Success Looks Like Within your first three months, you will: Be resolving everyday desktop, application, and basic network issues on your own, without needing to check every step. Have built working relationships across the Service Desk, so you know who to escalate to and when. Be logging every request cleanly in the ticketing system, so nothing slips and anyone picking up your ticket knows exactly where it's at. Be giving clients clear, courteous updates that leave them feeling looked after, even when the fix takes time. This gives you something concrete to aim for from day one, and something we'll check in on together. Is This You? This role is a strong fit if you: Have around a year or more of experience in a similar support role. Know your way around computer hardware, Windows and macOS, and the everyday applications people rely on. Can troubleshoot a network connection, spot a protocol issue, and configure basic settings. Think logically, work problems through, and can prioritise when a few things land at once. Explain technical things in plain English, so a non-technical client actually understands you. Work well on your own but muck in as part of a team. Are genuinely keen to learn and pick up new technology as it comes. It's probably not the right fit if you: Want a purely behind-the-scenes role with no client contact. This job is front-line. Prefer one long task at a time over a queue that keeps moving. Find it hard to stay calm and organised when a few tickets stack up at once. The Setting Spector is an IT services company. We support businesses across Ireland with their technology, keeping their systems running, their data secure, and their teams productive. We were founded in 2002 on a simple idea: businesses deserve better IT support than what's typically on offer. Our service desk is where we deliver on that every day. It's a fast-moving team handling everything from quick fixes to business-critical incidents. As a first-line engineer, you're the front door. You'll take the first look at most of what comes in, fix a good chunk of it yourself, and make sure the rest gets to the right hands. You don't need to know everything on day one. Comprehensive knowledge in every area below is not a requirement. If you've got working knowledge across most of it and the appetite to keep learning, we want to hear from you. What You'll Do Be the first point of contact for technical support across phone, email, chat, and in person, courteously, promptly, and professionally. Troubleshoot and resolve everyday hardware, software, and network issues by working the problem and finding the right fix. Install, configure, and maintain computers, printers, peripherals, and software. Set up and configure user accounts, email accounts, and related IT systems. Log every request, incident, and solution accurately in the ticketing system. Work with the wider team to crack complex problems, and escalate when a job needs more than first-line. Show clients the basics, password resets, software use, security good habits, so they're more confident next time. Help test and roll out software updates and patches. Keep your knowledge of our hardware, software, and IT policies up to date. You'll work in our service management and ticketing tools every day. Don't worry if you haven't used ours before, we'll train you. Where This Role Can Take You This is where an IT career gets built. You'll learn how a high-performing service desk works from the inside, sharpen your technical skills on real problems every day, and build the troubleshooting instincts that carry through your whole career. From here you can grow toward second and third-line engineering, specialisms like security or networking, or further into whatever your strengths point you toward. We invest in people early. We give you structure, support, and the chance to take ownership from day one. What You'll Bring Around a year or more of experience in a similar first-line or support role. A solid grounding in computer hardware, operating systems (Windows, macOS), and common software. Familiarity with network protocols, connectivity troubleshooting, and basic network configuration. Strong problem-solving and the ability to think logically and prioritise under pressure. Clear written and verbal communication, and the knack for making technical things make sense to non-technical people. A genuine willingness to learn and adapt to new technology and ways of working. The Details Salary: €32,000+ per annum Full-time, permanent role on our service desk team including hybrid working post onboarding Structured onboarding and ongoing training A clear, visible path into second-line, third-line, and specialist IT roles Employee Assistance Programme 21 Days Annual Leave