Service Desk Engineer

About the company

CarTrawler is a global travel technology business that helps connect people, destinations and travel opportunities through smoother mobility experiences. The company supports millions of travellers worldwide and values curiosity, teamwork and a lively culture where ideas are encouraged and every journey matters.

Role overview

The Service Desk Engineer is the primary contact for internal employees needing technical support. This position provides Tier 1 and Tier 2 assistance across end-user devices, identity systems and collaboration platforms. The goal is to deliver dependable support, resolve incidents quickly and help create a smooth digital workplace experience. The role also includes opportunities to contribute to IT projects, platform enhancements, automation work and wider technology rollouts.

Key responsibilities

• Handle support requests from employees through phone, chat, email and remote access tools.
• Investigate and fix issues affecting laptops, desktops, mobile devices, audio-visual equipment and connected peripherals.
• Support and run conference meetings and all-hands Townhalls.
• Carry out user administration tasks across Entra ID, Microsoft 365 and other business applications.
• Set up and manage devices using Intune and Jamf.
• Record, track, update and close tickets while meeting SLA expectations.
• Keep technical documentation and runbooks accurate and current.
• Help expand the knowledge base and document recurring problems and known errors.
• Assist with IT deployments, pilot programmes and device replacement cycles.
• Support security-related initiatives and low-risk change management activities.
• Spot repeat issues, review support patterns and suggest improvements that raise service quality and reduce disruption.
• Work closely with Infrastructure and Security teams on operational and project tasks.
• Use and support AI-enabled workplace tools and automation solutions to improve service delivery and efficiency.

Requirements

• A relevant third-level qualification in IT, Business or a related area, or equivalent hands-on experience in service desk or IT support.
• At least 2 years of experience in IT support or a comparable role in hybrid or remote working environments.
• Practical experience supporting Windows 11 and macOS systems.
• Experience with identity and device management platforms.
• Hands-on exposure to AV systems, conferencing tools and modern workplace collaboration technologies.
• Experience working with ticketing systems.
• Strong troubleshooting skills for PC hardware and software.
• Good working knowledge of Microsoft Office and Microsoft 365 applications.
• Familiarity with AI-assisted productivity tools such as Microsoft Copilot.
• Basic networking understanding, including TCP/IP, DNS and routing.
• Exposure to PowerShell scripting and automation concepts is beneficial.
• Knowledge of Salesforce is helpful but not required.
• ITIL Foundation is desirable.
• CompTIA or Microsoft Fundamentals certification is desirable.

Eligibility

This opportunity is open to candidates with relevant IT support experience or a suitable third-level qualification. Applicants with the core skills may still be considered even if they do not meet every listed requirement.

Perks and benefits

• Competitive compensation and benefits, including an annual performance bonus, fully paid VHI health insurance and pension matching up to 4%.
• 25 days of annual leave, additional company days, monthly Friday Unplugged afternoons and the option to work from abroad for up to 20 days each year.
• Wellbeing support through health and mental health programmes such as HeadsUp and EAP, plus paid leave for marriage, volunteering and personal wellbeing, including menstrual, menopause and fertility leave.
• Learning and recognition opportunities through training, coaching, study support and programmes that celebrate team and individual achievements.
• Additional everyday benefits such as a subsidised canteen, on-site parking, Bike to Work and TaxSaver schemes, and an active Sports & Social Club.

Additional information

CarTrawler promotes equal opportunities and welcomes people from all backgrounds, identities and life experiences. The company encourages applicants not to self-reject if they do not meet every criterion. It also notes that AI tools may be used during parts of the hiring process to help review applications, analyze resumes and assess responses, but final hiring decisions are made by people.