Level 1 Deskside Support Engineer

Level 1 Deskside Support Engineer 

eir business is seeking an experienced Level 1 Deskside Engineer to join our Managed Services team, working as part of a dedicated on‑site support team for a large enterprise client within the Dedicated Customer team. The successful candidate will work be expected to be familiar with & work day to day across a number of technologies including Microsoft Office 365, Windows 11, Microsoft Exchange, MS InTune, Active Directory, & 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, reporting to CSM/SDM and supports broader service delivery. 

eir Business is the B2B division of eir and one of Ireland's leading providers of telecommunications, technology, cloud, cybersecurity, managed IT and workplace solutions. Supporting organisations of all sizes, from SMEs to large enterprises and public sector bodies, eir Business delivers secure, end-to-end connectivity and digital transformation services that help customers operate more efficiently, securely and effectively. Leveraging Ireland's largest mobile network, extensive fixed-line infrastructure, cloud capabilities and 24/7 expert support, eir Business partners with customers to design, implement and manage technology solutions that enable innovation, productivity and business growth.

User Support & Incident Management  

• Receive, log, triage, and resolve user reported incidents and service requests via approved channels (ticketing system, email, phone).  

• Provide first‑line troubleshooting for hardware, software, networking, and end‑user connectivity issues. 

• Ensure all tickets are accurately documented, updated, and progressed in line with SLA commitments, keeping customer informed & updated 

• Maintain ticketing queue, ensuring timely & effective outcomes with a focus on customer experience 

• Application troubleshooting and 1st level support 

• Identify & escalate complex or unresolved issues to second/third level support teams or third-party vendors in accordance with defined escalation procedures.  

• Ensuring a positive user experience and maintaining a customer-centric approach.  

End‑User Computing & Deskside Support 

• Support Windows 10/11 desktops and laptops, Microsoft Outlook, Microsoft Office, and Microsoft 365 applications. 

• Perform laptop builds, rebuilds, device wipes, and replacement activities using approved images and processes. 

• Manage deskside hardware swaps and basic peripheral troubleshooting (monitors, docks, keyboards, mice). 

• Maintain spare device stock levels and ensure accurate asset tracking.  

Microsoft 365 & Identity (Level 1 – SOP Driven)  

• Carry out approved Level 1 user administration tasks only, including: Microsoft 365 license assignment/removal. 

• All actions are performed strictly in line with documented SOPs. 

• No tenant level configuration, policy changes, or discretionary access decisions.  

Azure Active Directory 

• Password resets and account unlocks. 

• Standard group membership changes 

Access Requests  

• Manage and assign File Permissions and Access Rights  

• Process standard file and application access requests using predefined access models and approval workflows.  

• No ad‑hoc permission changes or elevated access decisions.  

Mobile & Endpoint Support  

• Provide Level 1 support for mobile devices (iOS/iPadOS) including device enrolment via Microsoft Intune.  

• Troubleshoot basic mobile application and connectivity issues.  

Knowledge & Customer Experience  

• Create and maintain accurate knowledge base articles and user guides.  

• Provide clear, professional, and timely updates to users throughout the lifecycle of their tickets.  

• Actively promote a positive user experience and customer‑centric approach at all times.  

Experience  

• 2–3+ years’ experience in a Level 1 IT support role, ideally within an enterprise or managed services environment.  

Technical Skills (Level 1)  

Hands‑on experience supporting:   

• Windows 10/11 end‑user environments  

• Microsoft Office & Microsoft 365  

• Outlook and basic Exchange Online user support  

• Active Directory / Entra ID user‑level administration only (passwords, unlocks, group membership)  

• Microsoft Intune fundamentals (device enrolment, basic troubleshooting)  

• Understanding of MFA, SSO, and identity concepts at a user support level.  

Core Competencies  

• Excellent communication and interpersonal skills.  

• Strong customer service & customer experience mindset with attention to detail.  

• Ability to work under pressure and manage multiple tickets simultaneously.  

• Methodical approach with strong adherence to process and documentation.  

• A passion for delivering a high‑quality end‑user support experience.  

Desirable  

• Exposure to PowerShell scripting (read‑only / awareness level).  

• ITIL Foundation awareness.  

• Additional Skill Requirements 

• Microsoft Specialist certification in Windows 10 

• A Microsoft MCP for Client or Server OS 

• Comptia A+ 

About eir 

Our purpose is to connect for a better Ireland.   

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.  

Our new values and behaviours reflect both who we are and who we strive to become.  They are the way that we bring our purpose to life in eir. 

 We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs. 

 If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.