Level 2 Technical Support Engineer jobs

Role Introduction:

The AA is seeking a Deskside Support Engineer to join our IT team and help deliver a high-quality support service across the business.

This role is responsible for providing Level 1 (L1) technical support to end users, resolving hardware and software issues, supporting Microsoft technologies, and ensuring an excellent customer experience.

This role will be based at our Dublin Head Office and will be eligible for the AA's Hybrid Working Policy.

Key Responsibilities:

As the AA business continues to evolve, so too will the responsibilities of this role evolve and change over time. The primary responsibilities and focus areas for this role will include the following:

• Provide Level 1 IT support for Windows, Microsoft 365, and business applications.
• Troubleshoot and resolve hardware, software, and device-related issues.
• Support user account administration, including password resets and access requests.
• Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Perform routine system maintenance, updates, and device health checks.
• Maintain accurate records of incidents, requests, and IT assets.
• Adhere to IT security policies and best practices.
• Collaborate with internal IT teams and external vendors to resolve issues.
• If needed, participate in the IT on-call rota and scheduled Saturday support.

The Candidate should have the following:

Minimum qualifications, experience & skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 year's experience in a Deskside Support, IT Support, Service Desk, or similar role.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Microsoft certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified, or equivalent) are desirable.
• Experience supporting Active Directory and end-user devices.
• Good understanding of networking fundamentals and troubleshooting.
• Excellent problem-solving and communication skills.
• A strong customer service focus and commitment to delivering a positive user experience.
• The ability to prioritise workload and work effectively in a fast-paced environment.

Additional Required Key Skills & Attributes:

• A proactive, adaptable individual who thrives in a fast-paced and evolving environment.
• A self-starter who can work independently while collaborating effectively with colleagues across the business.
• A positive, customer-focused approach with strong problem-solving skills and a can-do attitude.
• Excellent organisational skills with the ability to prioritise workload and manage competing demands.
• A reliable and committed team player with a strong work ethic and the ability to deliver to deadlines.
• Strong communication and interpersonal skills, with the ability to build positive relationships at all levels.
• Resilient, enthusiastic, and eager to learn, with a genuine interest in developing a career in IT.

Job Type: Full-time

Benefits:

• Bike to work scheme
• Company events
• Company pension
• Employee assistance program
• Employee discount
• Gym membership
• Work from home

Experience:

• Deskside Support: 2 years (required)

Work authorisation:

• Ireland (required)

Work Location: Hybrid remote in Dublin, County Dublin