IT Support Engineer

Job Description: Level 1 Helpdesk Support Technician

Location: Dublin City Centre (Hybrid options available)

Position Type: Full-time, Permanent

Reporting to: IT Support Manager

About the Role

We are seeking a highly motivated and customer-focused Level 1 Helpdesk Support Technician for a leading client based in Dublin City. This role is the first point of contact for end-users requiring technical assistance. The ideal candidate will possess a strong foundational knowledge of IT systems, a proactive problem-solving mindset, and, most importantly, the right attitude and a demonstrated willingness to learn and study new technologies.

You will be responsible for resolving basic technical issues, setting up new users, and escalating more complex problems to Level 2 support. If you are passionate about technology and eager to kick-start your IT career in a supportive and dynamic environment, this is the perfect opportunity for you.

Key Responsibilities

• First-Line Support: Act as the initial point of contact for all IT-related queries from end-users via phone, email, and the ticketing system.
• Troubleshooting: Perform basic troubleshooting for hardware (PCs, laptops, printers), software, and network connectivity issues.
• User Setup & Administration: Manage user accounts, including setting up new users, managing permissions, and password resets, primarily within Active Directory and Microsoft Office 365.
• System Management: Utilize Kaseya (Remote Monitoring and Management tool) for endpoint management, proactive monitoring, and deploying software updates.
• Cloud Support: Provide basic administrative support for Microsoft Azure environments, including user access and basic configuration queries.
• Documentation: Maintain accurate and up-to-date records of all support requests, resolutions, and user guides in the IT knowledge base.
• Escalation: Identify and escalate unresolved or complex issues to Level 2/3 support teams in a timely manner, ensuring all relevant troubleshooting steps are documented.
• Continuous Learning: Actively participate in training and certification programs to enhance technical skills and stay current with industry trends.

Requirements

Technical Skills

• Minimum of 6–12 months of experience in an IT Helpdesk, Technical Support, or similar customer-facing technical role.
• Fundamental understanding of Microsoft Office 365 administration (Exchange Online, SharePoint, Teams).
• Basic knowledge of Microsoft Azure (e.g., Azure Active Directory/Entra ID user management).
• Experience with IT ticketing systems and Remote Monitoring and Management (RMM) tools; hands-on experience with Kaseya is highly desirable.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and Windows desktop operating systems (Windows 10/11).

Aptitude and Attitude

• Customer-Centric: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users patiently and clearly.
• Problem Solver: A logical and analytical approach to troubleshooting and resolving technical issues.
• Willingness to Learn: A strong desire to study, upskill, and pursue relevant IT certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals, Azure Fundamentals).
• Team Player: Collaborative mindset with the ability to work effectively within a team and support colleagues.
• Adaptability: Ability to thrive in a fast-paced environment and handle multiple tasks simultaneously.

What We Offer

• Competitive salary commensurate with experience.
• Opportunities for career progression within the IT support team.
• Support for professional development, including study time and funding for relevant IT certifications.
• A collaborative, inclusive, and forward-thinking work environment in the heart of Dublin ity.

How to Apply

If you have the right attitude, a passion for IT, and are ready to take the next step in your career, we would love to hear from you. Please submit your CV.