Support Desk Engineer - Level 2/3

This is a 100% in-person role, operating from our Malahide, Co. Dublin office. There will be a requirement to travel to client sites, so having access to a car, with a full driving license is a must.

About the role

We're looking for a support engineer with a few years under their belt who can hit the ground running. Someone who owns problems end to end, needs little direction, and keeps things moving.

This is the person who resolves the bulk of day-to-day issues before they ever reach a senior engineer. You'll be the first line of proper technical resolution, not a ticket-logger who passes everything up the chain. That's the whole point of the role: by handling BAU well, you free our senior people to focus on project work.

You'll also be a steadying influence for the junior members of the team. Not their manager, but the person they turn to when they're stuck.

What you'll be doing

• Owning and resolving support tickets across desktop, endpoint, identity, and network issues, from first contact through to close.
• Handling the majority of day-to-day support independently, escalating only what genuinely needs a senior engineer.
• Supporting and mentoring junior team members: answering their questions, reviewing their approach, and helping them level up.
• Managing users, devices, and access across Microsoft 365 and Entra ID.
• Deploying and troubleshooting endpoints through Intune.
• Diagnosing network issues (connectivity, DNS, DHCP, basic firewall and Wi-Fi troubleshooting) and knowing when to bring in specialists.
• Keeping documentation current, so fixes are repeatable and knowledge doesn't live in one person's head.
• Spotting recurring problems and flagging the ones worth solving properly rather than patching again and again.

What we're looking for

Essential

• 3 to 5 years in a support engineer or 2nd-line role.
• A track record of working autonomously. You pick up a problem and run with it.
• Strong Microsoft 365 administration: Exchange Online, SharePoint, Teams, user and licence management.
• Solid Entra ID (Azure AD) experience: users, groups, conditional access, MFA.
• Endpoint management with Intune.
• Confident with Windows desktop and server troubleshooting.
• Good networking fundamentals: TCP/IP, DNS, DHCP, VPNs, Wi-Fi.
• Comfortable working in a ticketing / ITSM system and keeping it tidy.
• Clear communicator. You can explain a technical problem to a non-technical user without making them feel small.

Nice to have

• PowerShell scripting for repeatable tasks.
• Exposure to Azure beyond identity.
• Experience mentoring or informally leading junior staff.
• Relevant certifications (Microsoft 365 Certified, Azure Fundamentals, CompTIA Network+ or similar).

What success looks like

We don't expect you to know our environment on day one. We do expect you to get up to speed fast.

By month three, you should be resolving the bulk of incoming tickets without supervision, the junior team should already be coming to you for help, and our senior engineers should be spending noticeably more of their week on projects than on support.