Job Summary
The IT Support Engineer L1 is the first point of contact for end-users experiencing technical issues. This role involves troubleshooting hardware, software, and network-related problems, escalating more complex issues when necessary, and ensuring smooth day-to-day IT operations.
Key Responsibilities
- Act as the first point of contact for IT support requests via phone, email, ticketing system, or in person.
- Diagnose and troubleshoot basic hardware and software issues on desktops, laptops, printers, and mobile devices.
- Support installation, configuration, and maintenance of operating systems and applications (Windows, macOS, etc.).
- Provide basic network troubleshooting (LAN, Wi-Fi, VPN connectivity).
- Assist with user account creation, password resets, and permissions management in Active Directory / Microsoft 365.
- Install and update antivirus and security software.
- Escalate unresolved issues to Level 2/Level 3 engineers and follow up on resolution.
- Maintain IT inventory records and ensure proper documentation of incidents and solutions.
- Support video conferencing tools, projectors, and meeting room technology.
- Ensure compliance with IT policies, procedures, and security guidelines.
Requirements
Education & Experience:
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
- 0–2 years of experience in IT support, helpdesk, or a similar role.
- Basic knowledge of computer hardware, operating systems, and networking.
Skills & Competencies:
- Strong problem-solving and analytical skills.
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple tasks.
- Basic understanding of ITIL processes (Incident, Request, Escalation).
Technical Knowledge (Preferred):
- Windows & macOS troubleshooting
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic networking (TCP/IP, DNS, DHCP)
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Job Type: Part-time
Pay: €27,000.00-€51,244.80 per year
Application question(s):
- Are you available for backfill role, with 1 year commitment?
- Can you join us immediately?
Language:
- English (required)
Work authorisation:
- Ireland (required)
Location:
- Limerick, County Limerick (required)