Application Support Specialist jobs in Smithfield, County Dublin

Job Title: Level 1 Service Desk Engineer (Dutch & English)

Expected start date: ASAP

Location: Dublin Ireland with hybrid working options

What the working pattern looks like:

The team cover hours ranging from 07:00am to 22:00 Monday to Friday along with an oncall rotation outside of these hours. The 07:00am start and 22:00 finish are work from home shifts. The remaining shifts are hybrid. Once fully trained up you will be requested to participate in an on-call system which is approx. 1 in 4 weeks and there is an additional weekly payment for weeks covered.

Primary Objective

The Level 1 Service Desk Engineer provides first-line technical support to CWSI managed-service customers across all CWSI territories. As part of CWSI’s global Service Desk, the role acts as a first point of contact for customer incidents and service requests, delivering timely, professional and effective support across endpoint, mobility, identity and Microsoft cloud technologies.

The Level 1 Service Desk Engineer is responsible for taking ownership of incidents and requests from initial contact through to resolution or appropriate escalation. This includes diagnosing and resolving Level 1 technical issues, completing managed-service administration activities, maintaining accurate ticket records and working within agreed service levels and customer-specific processes.

This is a varied, customer-facing role offering exposure to a broad range of technologies and the opportunity to continually develop your technical skills.

Responsibilities

· Provide first-line technical support to customers across CWSI’s global customer base.

· Log, troubleshoot and resolve incidents and service requests within agreed service levels.

· Support Microsoft 365, endpoint, mobility, identity and device-management environments.

· Manage common user, device, access and connectivity issues.

· Complete managed-service administration activities including user and device additions, changes, removals and wipes.

· Escalate more complex issues to Level 2 or specialist technical teams, providing clear troubleshooting and diagnostic information.

· Keep customers informed throughout the ticket lifecycle and deliver a consistently high standard of customer service.

· Maintain accurate ticket records, technical documentation and knowledge articles.

· Collaborate with Service Desk and technical colleagues across CWSI’s international operations.

· Identify recurring issues and opportunities to improve the customer experience and Service Desk processes.

· Develop your technical capability through hands-on experience, training and relevant certifications.

Skills/Experience recommended

Dutch language skills

· 1 year’s previous experience in a Service Desk, Helpdesk, IT Support or Managed Services environment.

· A relevant third-level qualification in Computer Science, IT or a related technical discipline is desirable but not essential. Relevant technical certifications and/or demonstrable practical experience will also be considered.

· Good knowledge of Microsoft 365 and Windows environments.

· Familiarity with technologies such as Microsoft Intune, Entra ID, Defender and Exchange Online.

· Experience supporting smartphones, tablets and mobile operating systems including iOS/iPadOS and Android.

· Experience using an ITSM or ticketing platform such as ServiceNow, Jira Service Management or similar.

· Strong troubleshooting and problem-solving skills.

· Excellent written and verbal communication skills.

· A customer-focused approach with the ability to take ownership of issues through to resolution.

· Strong attention to detail and a security-conscious approach.

· Ability to work collaboratively as part of a geographically dispersed, global team.

· Experience with technologies such as Workspace ONE, Ivanti or IBM MaaS360 would be an advantage. A relevant IT qualification or technical certification is desirable but practical Service Desk experience is equally valued.

Key competencies

· Customer Focus

· Ownership & Accountability

· Problem Solving & Troubleshooting

· Communication

· Collaboration & Teamwork

· Planning & Prioritisation

· Technical Learning & Curiosity

Pay: From €29,300.00 per year

Benefits:

• Additional leave
• Bike to work scheme
• Company pension
• Employee assistance program
• Work from home

Application question(s):

• Valid work permit for Ireland

Experience:

• Service desk or customer care: 1 year (required)

Language:

• Dutch (required)

Location:

• Dublin, County Dublin (required)

Work Location: Hybrid remote in Dublin, County Dublin