Sector: Outsourcing / Managed Services
Location: Dublin (Hybrid: 3 days onsite / 2 days WFH)
Salary: €40,000 per annum + up to 10% performance bonus
Role Overview
On behalf of our client, a leading player in the outsourcing sector, we are recruiting a Technical Support Engineer to join their Dublin-based team. This is an excellent opportunity for a support professional with at least 2 years of experience to step into a role that offers exposure to Level 2 technical challenges within a fast-paced, multi-client environment.
Key Responsibilities
- Provide high-quality technical support to end-users, diagnosing and resolving issues related to hardware, software, and networking.
- Manage the full lifecycle of support tickets, ensuring all incidents are logged and resolved within agreed Service Level Agreements (SLAs).
- Handle Level 1 escalations and proactively assist with Level 2 tasks to broaden technical expertise.
- Liaise with senior engineers and third-party vendors to resolve complex technical roadblocks.
- Maintain accurate documentation of fixes and contribute to the internal team knowledge base.
Requirements
- Experience: Minimum 2 years of experience in a Level 1 Technical Support role.
- Technical Exposure: Prior exposure to Level 2 support tasks is highly advantageous but not mandatory.
- Technical Proficiency: Strong knowledge of Windows 10/11, Office 365, Active Directory, and basic networking (TCP/IP, VPN, DNS).
- Communication: Exceptional English communication skills, with the ability to explain technical concepts to non-technical users.
- Adaptability: Proven ability to work effectively in an outsourcing environment with shifting priorities.
Work Model & Schedule
- Hybrid Model: 3 days onsite in Dublin / 2 days working from home (WFH).
- Working Hours: 5 days per week, including weekend shifts on a rotating basis. Candidates must be flexible to support weekend operations.
Package & Benefits
- Salary: €40,000 basic salary per annum.
- Bonus: Performance-related bonus of up to 10%.
- Annual Leave: 22 days per annum.
- Pension: Private pension contribution scheme.
- Healthcare: Comprehensive private health insurance coverage.