Deskside Support jobs

Job Description – Desktop Support L2 / Deskside Support L2Position

Desktop Support L2 / Deskside Support L2

Location

Dublin, Ireland

Experience

3–6 years

Employment Type

Full-Time

Work Model

Onsite

Role Overview

We are looking for an experienced Desktop Support L2 / Deskside Support L2 Engineer to provide hands-on Level 2 technical support to end users within an enterprise IT environment.

The successful candidate will be responsible for troubleshooting and resolving complex desktop, endpoint, hardware, software, networking, identity, and Microsoft 365 issues. The role requires strong customer service skills, technical ownership, and the ability to work closely with L1, L3, infrastructure, network, security, and application teams.

The candidate will also provide onsite support to business users, including VIP and senior management users where required.

Key Responsibilities

• Provide Level 2 technical support for desktops, laptops, applications, hardware, software, and endpoint-related incidents.
• Provide onsite/deskside support to end users and business teams.
• Troubleshoot and resolve complex issues escalated from the L1 Service Desk.
• Diagnose and resolve issues related to Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and Office applications.
• Troubleshoot Active Directory and Microsoft Entra ID issues, including account access, authentication, permissions, and group membership.
• Manage and troubleshoot endpoint devices using Microsoft Intune / Endpoint Management.
• Perform laptop and desktop deployment, imaging, configuration, software installation, and device provisioning.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic network connectivity issues.
• Troubleshoot printers, monitors, docking stations, keyboards, mice, headsets, mobile devices, and other peripherals.
• Support new joiner and employee offboarding activities, including device preparation, configuration, collection, and access-related tasks.
• Manage incidents and requests in accordance with agreed SLAs and ITIL processes.
• Investigate recurring incidents and assist with root-cause identification.
• Escalate infrastructure, network, security, application, and cloud issues to appropriate L3 or specialist teams.
• Work closely with infrastructure, network, security, application, and cloud teams to resolve complex technical issues.
• Maintain accurate records of troubleshooting activities, resolutions, and technical documentation.
• Support Windows updates, software upgrades, endpoint security updates, and technology refresh initiatives.
• Provide technical support to VIP and executive users when required.
• Ensure all activities comply with organizational security policies, IT standards, and procedures.

Mandatory Skills & Experience

• 3–6 years of experience in Desktop Support, Deskside Support, EUC, IT Support, or a similar role.
• Strong hands-on experience troubleshooting Windows 10/11.
• Strong knowledge of Microsoft 365, including Outlook, Teams, OneDrive, Word, and Excel.
• Hands-on experience with Active Directory.
• Experience with Microsoft Entra ID / Azure AD.
• Hands-on experience with Microsoft Intune / Endpoint Management.
• Strong desktop, laptop, hardware, and software troubleshooting skills.
• Experience with desktop/laptop deployment, imaging, configuration, and provisioning.
• Good understanding of LAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP.
• Experience working with ITSM / ticketing systems.
• Good understanding of ITIL, incident management, and SLA management.
• Experience troubleshooting peripherals such as printers, monitors, docking stations, keyboards, mice, and headsets.
• Strong analytical and problem-solving capabilities.
• Ability to independently investigate and resolve L2 technical incidents.
• Strong communication and customer-service skills.

Nice-to-Have Skills

• ServiceNow
• PowerShell scripting
• Microsoft Autopilot
• SCCM / MECM
• Group Policy (GPO)
• BitLocker and endpoint security
• Azure / Microsoft Cloud technologies
• macOS troubleshooting
• Remote support tools
• ITIL certification
• VIP / executive user support experience

Key TechnologiesCategoryTechnologiesOperating SystemsWindows 10/11, macOSMicrosoft 365Outlook, Teams, OneDrive, Word, ExcelIdentityActive Directory, Microsoft Entra IDEndpoint ManagementIntune, Autopilot, SCCM/MECMNetworkingTCP/IP, DNS, DHCP, LAN, Wi-Fi, VPNSecurityBitLocker, Endpoint Security, MFAHardwareLaptops, Desktops, Monitors, Docking Stations, Printers, PeripheralsITSMServiceNow / IT Ticketing SystemsScriptingPowerShellQualifications

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent technical experience.
• 3–6 years of relevant enterprise IT support experience.
• Strong hands-on troubleshooting and customer-support experience.
• Ability to work independently while collaborating effectively with technical teams.

Key Competencies

• Strong technical troubleshooting
• Customer-focused approach
• Excellent verbal and written communication
• Ownership and accountability
• Incident prioritization
• Problem-solving ability
• Team collaboration
• SLA awareness
• Ability to work under pressure
• Ability to guide and support L1 engineers

Role Summary

Role: Desktop Support L2 / Deskside Support L2
Location: Dublin, Ireland
Experience: 3–6 Years
Employment Type: Full-Time
Work Model: Onsite
Level: L2 / Deskside Support
Primary Technologies: Windows 10/11, Microsoft 365, Active Directory, Entra ID, Intune, Networking, ITSM

Pay: €150.00-€160.00 per day

Work Location: In person