IT Support Engineer - Level 2

Job Title: L1 / L2 Service Desk Technician

Location: Dublin 1, free parking
Contract Type: Permanent

Hybrid: 4 days on site, WFH on Fridays.

Working hours: 35 hours per week

Overview

We are seeking a skilled and customer-focused L1/L2 Service Desk Technician to deliver first- and second-line ICT support within an ITIL-aligned environment. This role is ideal for a proactive problem-solver with strong Microsoft 365 expertise and a passion for delivering excellent user support.

Key Responsibilities

• Provide first and second line IT support, ensuring high levels of first-time resolution
• Log and track incidents via the PFH client ticketing system in line with ITIL processes
• Troubleshoot, resolve, and escalate technical issues as required
• Own and manage problem tickets, identifying root causes and implementing fixes
• Respond to and manage security alerts and incidents
• Work closely with internal teams and third-party vendors to resolve issues
• Maintain and update knowledge base articles, SOPs, and runbooks
• Manage IT hardware and software assets
• Support continuous service improvement initiatives

Essential Requirements

• ITIL Foundation Certification (v4 minimum)
• Strong experience in ITIL-based Service Desk environments (Incident, Problem, Change Management)
• Proven troubleshooting, triage, and escalation skills
• Excellent communication skills with a customer-first approach
• Ability to work effectively as part of a team environment

Technical Skills & Experience

• Windows 11 deployment and support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint)
• Entra ID / Active Directory
• Intune Endpoint Management and patching (incl. Azure Update Manager)
• Microsoft Defender (Vulnerability Management & XDR)
• Microsoft Teams & Teams Rooms
• Experience managing security incidents and alerts

Desirable Certifications

• Microsoft Endpoint Administrator Associate (MD-102 / MD-100)
• Microsoft Security, Compliance & Identity Fundamentals (SC-900)
  (Candidates working towards certification will be considered; certification must be achieved by contract start date)

Cybersecurity Awareness

• Strong knowledge of:
  • Phishing and social engineering risks
  • Identity & Access Management (IAM)
  • Multi-Factor Authentication (MFA)
  • Zero Trust principles

What We’re Looking For

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal abilities
• A proactive, solutions-driven mindset
• Commitment to high-quality customer service

Apply Now

If you’re passionate about IT support and want to work in a dynamic, customer-focused environment, we’d love to hear from you.

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.

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