Level 1 It Support Engineer

Job Description: Level 1 Support EngineerPosition Details

Job Title: Level 1 Support Engineer
Location: Dublin, Ireland (Hybrid/On-site)
Reports to: Service Delivery Manager
Employment Type: Full-time

Role Overview

We are seeking a motivated Level 1 Support Engineer to join our growing IT team. This entry-level position is perfect for someone passionate about technology who enjoys helping users and solving basic technical problems. You will be the first point of contact for our clients, providing friendly and efficient support while learning enterprise IT systems.

Key ResponsibilitiesTechnical Support (80%)

• Provide first-line technical support via phone, email, and remote assistance tools
• Troubleshoot and resolve issues with Windows 10/11 and macOS endpoints
• Support Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint)
• Assist with basic network connectivity and printer issues
• Perform user account management in Active Directory (password resets, unlocks)
• Document all support interactions in our CRM ticketing system
• Escalate complex issues to Level 2/3 engineers with detailed notes
• Daily tasks checking monitoring
• Anti Virus and edn point protection
• Disaster Recvoery

Administrative & Process (20%)

• Maintain accurate documentation in our knowledge base
• Follow established ITIL processes for incident and request management
• Monitor system alerts and respond according to procedures
• Assist with equipment setup and deployment for new users
• Participate in team meetings and training sessions

Required QualificationsTechnical Skills

• 1+ years in IT support or related role
• Experience with Windows 10/11 and basic macOS support
• Understanding of Microsoft 365 applications
• Basic knowledge of Active Directory user management
• Familiarity with ticketing systems and IT documentation

Soft Skills

• Excellent customer service and communication skills
• Ability to explain technical concepts to non-technical users
• Strong problem-solving and analytical thinking
• Time management and prioritization abilities
• Willingness to learn and develop technical skills

Preferred Qualifications

• CompTIA A+ or Microsoft Fundamentals certification
• Experience with remote support tools
• Basic understanding of networking concepts
• Knowledge of ITIL framework

Career Development

• Training path to Level 2 Engineer
• Certification support (Microsoft, CompTIA)
• Cross-training in advanced technologies
• Mentorship from senior engineers

Job Types: Full-time, Permanent, Fixed term, Internship, Graduate
Contract length: 12 months

Pay: €28,000.00-€34,999.00 per year

Benefits:

• Bike to work scheme
• Company events
• Company pension
• Employee assistance program
• Employee discount
• Flexitime
• Food allowance
• Gym membership
• On-site parking
• Sick pay
• Work from home

Work Location: In person