End User Support Engineer

Company Overview

Join NEC Software Solutions, part of the global NEC Corporation, where your work positively impacts communities by supporting vital services such as healthcare, emergency response, and public administration. Our software helps deliver efficient public services, making a real-world difference.

Role Summary

The End User Support Engineer provides specialized technical support and serves as the primary escalation resource for complex desktop and device issues impacting users in Ireland. This role upholds high standards in support quality, guides incident and problem resolution processes, and collaborates with multiple IT teams to enhance the user computing environment.

Key Responsibilities

• Act as the central escalation point for complicated hardware, desktop, and software problems within the Cork region.
• Perform advanced troubleshooting and root cause analysis for recurring user incidents.
• Develop and enforce technical standards and procedures for end-user support operations.
• Administer endpoint management tools like Microsoft Intune.
• Ensure devices are patched, secured, and compliant with corporate policies.
• Assess and suggest improvements in hardware, software, and tools.
• Provide advanced support and advice to VIP and critical business users.
• Effectively communicate technical issues and resolutions to non-technical stakeholders.
• Partner with business units to understand user needs and optimize end-user experiences.
• Create and maintain documentation, including SOPs and knowledge base articles.
• Keep accurate records of assets and incidents using Ivanti ISM.
• Document root cause investigations and related improvement measures.
• Collaborate with teams across infrastructure, security, networking, and applications to resolve cross-system issues.
• Engage in technology planning and service enhancement initiatives.
• Identify automation and standardization possibilities to improve efficiency and reduce costs.

Technical Expertise

• Extensive experience in enterprise-level desktop and end-user computing support.
• Proficient in troubleshooting Windows and macOS environments, hardware, and enterprise applications.
• Experience with endpoint management platforms such as Microsoft Intune.
• Strong understanding of desktop security protocols, patch management, and device compliance standards.
• Supports Microsoft 365, collaboration, and corporate productivity tools.
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

Service Management Skills

• Familiar with ITIL service management practices including incident, problem, change, and request management.
• Experienced using ITSM tools like Ivanti ISM or ServiceNow.
• Skilled in conducting root cause analysis and managing problem resolution activities.

Qualifications & Experience

• Degree in IT or a related discipline, or equivalent professional experience.
• Proven senior or lead technical experience, including mentoring and escalation responsibilities.
• Strong communication and stakeholder management abilities.
• Full driving license.

Desirable Qualifications

• Certifications such as Microsoft, ITIL, or CompTIA.
• Experience with Virtual Desktop Infrastructure (VDI) and device lifecycle management.
• Exposure to large-scale global enterprise environments and vendor management.

Additional Information

• Matched rate pension plan.
• 25 days annual holiday plus bank holidays with options to buy or sell leave days.
• Flexible benefits tailored to individual needs.
• Free access to over 15,000 online courses for ongoing learning.

Applicants must have valid rights to work and travel within the European Union, with appropriate documentation. Employment offers are contingent upon satisfactory vetting and reference checks. NEC Software Solutions is an equal opportunity employer committed to providing reasonable accommodations during recruitment and interview processes to support all candidates.