Location: Clondalkin
Reports To: Senior IT Engineer
Job Type: Full-Time
We are seeking a proactive and customer-focused Level 1 IT Service Engineer to join our IT support team. This role is the first point of contact for all IT-related issues and requests, providing first-line technical support to end-users across the organisation. The ideal candidate will have a strong foundation in Active Directory and Office 365, with a passion for troubleshooting and delivering excellent customer service.
Key Responsibilities:
• Serve as the first point of contact for users seeking technical assistance via face to face interactions, phone, email, or ticketing system.• Troubleshoot and resolve issues related to: - Active Directory (e.g., password resets, account lockouts, user provisioning)
- Office 365 (e.g., Outlook, Teams, OneDrive, SharePoint access and configuration)
- Line of Business Applications
• Log, track, and manage incidents and service requests in the ITSM system.
• Escalate unresolved issues to Level 2/3 support teams as necessary.
• Provide basic support for hardware (laptops, desktops, mobile devices, printers) and software applications.
• Assist with onboarding and offboarding processes, including account setup and equipment preparation.
• Maintain documentation of common issues and solutions in the knowledge base.
• Follow IT policies, procedures, and security protocols.
Required Skills & Experience:
• 1+ years of experience in a similar IT support or helpdesk role.• Working knowledge of: - Active Directory (user management, group policies, permissions)
- Office 365 (Exchange Online, Teams, OneDrive, SharePoint)
• Familiarity with Windows 11 and basic networking concepts.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and time management skills.
• Clean Driving License and the ability to travel around Ireland to support our staff.
Desirable Qualifications:
• ITIL Foundation certification or knowledge of ITIL practises.• CompTIA A+, Microsoft 365 Fundamentals, or similar certifications.
• Experience with remote support tools.
• Exposure to ITSM systems