IT Support Engineer Level 2

Our Mullingar based client are extending their IT Support Team further to add an additional IT Support Engineer to support their growing customer base. If you are up for a challenge and want to work in a friendly dynamic, fast paced environment where everything IT excites you. We want to hear from you...

As an IT Support Engineer, you’ll enjoy a fast-paced busy, but fun environment working as part of a team. Each day presents different challenges! The service department is extremely busy and requires a person with the right combination of customer facing skills and technical know-how. The primary duty of this role is to provide IT support services to our client companies. Provide system level support of multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems.

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• Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
  
• Ensure strict adherence to SLA when dealing with customer tickets/calls.
  
• Installing, configuring and troubleshooting of software and hardware.
  
• Highlight any issues using our MSP platform on customer sites raising a service ticket and escale using the correct escalation procedures.
  
• Develop and maintain an in-depth technical knowledge of products, services and solutions
  
• Perform routine day to day system security checks and backups and produce status reports.
  
• Work closely within the Team to ensure that the highest quality of technical support and consultancy is always delivered to the customer.
  
• Work with other technical staff to ensure connectivity and compatibility between systems.
  
• Document all technical work clearly and accurately within the Help Desk CRM (Autotask), including site architecture, system issues, resolutions, and knowledge‑base updates. Ensure all tasks are recorded in line with established Standard Operating Procedures and documentation guidelines.
  
• Record and maintain hardware and software inventories, site and/or server licensing and user access and security.
  
• Work independently or as part of a team to deliver technical projects within agreed timelines, ensuring all milestones and project scope requirements are met.
  
• May be required to provide technical training to customers - systems administration and end user.
  
• Maintain confidentiality with regards to the information being processed, stored or accessed.
  
• Monitor Remote Managed Service Application: Other ad hoc duties as required.
  

Full Time Permanent Position. Monday - Friday 9 am - 6 pm. Weekends on call on a rotation basis.

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• Strong proactive customer service and interpersonal skills. The ability to prioritise and manage time effectively and excellent communication skills.
  
• Must have the ability to work independently or a part of a team.
  
• Good troubleshooting and analytical skills.
  
• Previous technical support experience and speak fluent English.
  
• An understanding of client-server applications would be a distinct advantage, as would one or more Microsoft MCPs or actively working towards certification.
  
• Required Education, Skills and Qualifications.
  

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• Relevant qualification and min 3+ years’ experience. Appropriate level of competence in documented technical skills. Industry standard accreditations desired – Microsoft MSCE/MCSA, MCP, A+, Network+ Cisco / CCNA CCNP.
  
• Knowledge of Microsoft operating systems and core Microsoft applications, along with experience using modern security and endpoint protection technologies such as EDR solutions. Familiar with anti‑virus/anti‑malware tools and strong understanding of networking fundamentals, including TCP/IP, switching, VPN technologies, and firewall administration. Experience with authentication and access security controls, including MFA. Skilled in applying industry‑standard troubleshooting procedures across a wide range of IT environments.
  
• Good knowledge of hardware and associated technologies including servers, desktops, laptops, tablets, and printers. Experience with Windows 10/11 and Windows Server 2016, 2022, and 2025, Active Directory, and core server services such as DHCP, DNS, Group Policy, file/print services, and user/permissions management.
  
• Experience with VOIP technologies is an advantage, particularly platforms such as 3CX. Ability to support, configure, and troubleshoot phone systems and related network components as part of customer environments
  
• Basic knowledge and experience with Microsoft 365 from an administrative perspective, including user management, licensing, and general service configuration. xcfaprz Microsoft Azure experience is an advantage but not essential, as training will be provided.