Deskside Engineer(level 2)
Role Title:
Title – L2 Deskside Engineer
Business Unit - Managed Services- eir business
Location - Customer Site (Dedicated Engagement)
On-site requirement: 5 days per week in the Dublin-based office
Business Area:
Managed ServicesAbout This Role:
eir business is seeking an experienced Level 2 Deskside Engineer to join our Managed Services team, working as part of a dedicated onsite support team for a large enterprise client within the Dedicated Customer team. The successful candidate be expected to be familiar with & work day to day across a number of technologies including Microsoft Office 365, Microsoft Servers, Microsoft Exchange, Windows 11, Active Directory, Citrix, & Cloud (Azure),,, as well as the latest Microsoft applications & solutions.
This frontline role provides deskside support with a focus on end-user experience, ensuring successful and timely solutions. It is team-based and supports broader service delivery.
Expectations From The Role:
User Support & Incident Management
Own, diagnose & resolve complex incidents and service requests as part of level 2 support across hardware, software, networking, and end‑user services.
Receive, log, triage, and resolve userreported incidents and service requests via approved channels (ticketing system, email, phone).
Perform advanced troubleshooting, root cause investigation & resolution for incidents & high‑impact issues.
Providing deskside support, Act as an escalation point by providing guidance & technical direction.
Ensure all tickets are accurately documented, updated, and progressed in line with SLA commitments, keeping customer informed & updated
Liaise directly with third‑party vendors and internal resolver groups to drive resolution.
Manage File Permissions and Access Rights
Configuration and Support of Mobile Devices
Providing support to users remotely and on-site
Ensuring a positive user experience and maintaining a customer-centric approach.
End-user Computing & Deskside Support
Provide Level 2 deskside and remote support for Windows 10/11 environments and enterprise end‑user applications.
Troubleshoot OS, driver, application, profile, and performance issues beyond standard SOPs.
Manage and resolve complex device build, rebuild, and migration activities, including user data preservation.
Take ownership of hardware lifecycle issues, fault diagnosis, warranty engagement, and vendor coordination.
Support and troubleshoot docking, display, peripheral, and endpoint performance issues
Microsoft 365 & Identity
Provide Level 2 support across Microsoft 365, Exchange Online, Entra ID (Azure AD), and Intune.
Troubleshoot mail flow, profile issues, licensing anomalies, conditional access impacts, and identity-related problems.
Support group, mailbox, and access-related issues beyond basic user admin tasks.
Assist with SOP refinement and identify opportunities for improved automation or standardization.
Escalate tenant‑level or security-impacting issues appropriately with full diagnostic context.
Mobile & endpoint support
Provide Level 2 support for Intune‑managed devices, including enrolment failures, compliance issues, and policy conflicts.
Knowledge & Customer Experience
Requirements For A Successful Application:
3+ years’ experience in an IT support role, with proven exposure to Level 2 support in an enterprise or managed services environment.
Active Directory, Microsoft Exchange, MS Office – Level 2 support
Office 365 and Virtualization experience advantageous.
Customer Services, Call Handling
Others:
