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Position: Level 2 Service Desk Engineer
Reports to: Service Desk Manager
Location: Galway
About Our Client
Our client is more than an IT services provider— they are a team of innovators, collaborators, and problem-solvers who believe technology should empower businesses to thrive. Headquartered in Galway, we’ve been delivering ISO 27001-certified managed services for over 45 years, partnering with clients across MedTech, Construction, Legal, and Financial Services.
Why Join?
- People First Culture: We believe happiness drives success. From healthy living programs to team-building events, we create an environment where you can grow and enjoy the journey.
- Core Values That Matter: Empathy, Integrity, Collaboration, Excellence, Innovation, and Accountability guide everything we do.
- Opportunities to Grow: We invest in your development through certifications, training, and exposure to cutting-edge technologies like cloud, automation, and security.
- Community & Social Responsibility: We actively support charitable initiatives and encourage volunteering.
- Inclusive Workplace: 90% of employees recommend our clients company as a great place to work, and 93% believe we value diversity and inclusiveness.
When you join our clients company, you’re not just taking a job—you’re joining a team shaping the future of IT solutions across Ireland and beyond.
Your Mission
As a Level 2 Service Desk Engineer, you’ll be the go-to expert for advanced technical support, automation, and infrastructure optimization. You’ll work across multiple platforms and technologies, ensuring seamless service delivery and exceptional customer experiences.
Key Responsibilities
- Incident & Service Request Management: Resolve complex technical issues across Windows, cloud platforms, networking, and security systems using ITIL best practices.
- Automation & Process Improvement: Drive efficiency through scripting (PowerShell, Python) and ITSM workflows. Experience with Rewst is a plus.
- Infrastructure Support: Manage hybrid environments including Microsoft 365, Azure AD, VMware, and Hyper-V.
- Security & Compliance: Apply best practices and support endpoint protection, firewalls, and backup solutions.
- Collaboration & Documentation: Partner with Level 3 engineers and project teams on upgrades and migrations.
- Continuous Improvement: Stay ahead of emerging technologies and contribute to knowledge sharing within the team.
What We’re Looking For
Education & Experience: Degree or equivalent experience (2-3 years in a similar role).
Technical Skills:
- OS: Windows 10/11, Windows Server (2016-2022)
- Cloud: Microsoft 365, Azure, Azure AD, AWS, Google Cloud
- Networking: Managed switches, VLANs, firewalls (SonicWall, Fortinet, Cisco)
- Security: Endpoint protection, spam/web filtering
- Virtualization: VMware, Hyper-V
- Backup: Veeam, Datto, Azure Backup
- Automation: PowerShell, basic Python
Certifications:
- Microsoft certifications advantageous
- Sonicwall/ fortigate certifications advantageous
Other Requirements:
- Strong communication skills
Desirable Extras:
- Familiarity with monitoring platforms (Datto RMM, Azure Monitor)
- Exposure to Zero Trust security models and modern endpoint management (Intune, Autopilot)
- Automation experience – Powershell, Python, Rewst, Jinga
- ITIL v4 Foundation
- ISO 27001 experience
- Full clean driver’s license