Support Desk Engineer Level 2/3

Role Overview

This is a fully on-site position based at our Malahide, Co. Dublin office. Travel to client locations is required, so candidates must have access to a car and hold a valid driving license.

We seek an experienced support engineer capable of independently managing technical issues swiftly and efficiently. This role involves taking full ownership of problems from start to finish, ensuring prompt resolution without escalating unnecessarily, thus enabling senior engineers to focus on project work.

Key Responsibilities

• Independently own and resolve support requests involving desktop, endpoint, identity, and networking issues from initial contact to resolution.
• Manage day-to-day support tasks autonomously, escalating only complex issues to senior engineers.
• Provide guidance and mentorship to junior team members, assisting with their queries and reviewing their approaches to aid their professional growth.
• Administer users, devices, and access within Microsoft 365 and Entra ID environments.
• Deploy and troubleshoot endpoints utilizing Intune management tools.
• Handle network diagnostics including connectivity, DNS, DHCP, firewall basics, and Wi-Fi troubleshooting, escalating to specialists when necessary.
• Maintain thorough and up-to-date documentation to ensure knowledge transfer and repeatable fixes.
• Identify recurring issues and highlight those requiring permanent solutions rather than temporary patches.

Required Qualifications and Skills

• A minimum of 3 to 5 years' experience in a support engineering or second-line IT support role.
• Demonstrated ability to work independently and proactively resolve issues.
• Proficiency with Microsoft 365 administration, covering Exchange Online, SharePoint, Teams, as well as user and license management.
• Strong expertise in Entra ID (Azure AD), including user and group management, conditional access policies, and Multi-Factor Authentication (MFA).
• Competence in endpoint management through Intune.
• Skilled in troubleshooting Windows desktop and server environments.
• Good foundational knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience working with ticketing or IT Service Management (ITSM) systems, keeping records organized.
• Excellent communication skills for conveying technical information clearly and respectfully to non-technical users.

Desirable Skills

• Familiarity with PowerShell scripting for task automation.
• Additional Azure services experience beyond identity management.
• Experienced in mentoring or informally leading junior staff members.
• Relevant certifications such as Microsoft 365 Certified, Azure Fundamentals, or CompTIA Network+.

Success Indicators

Although initial environment onboarding is expected, within approximately three months, the successful candidate will handle the majority of support tickets independently. Junior team members will rely on them for guidance, and senior engineers will allocate more time to project-focused tasks instead of routine support.