Desktop Support Engineer L2

Excis Compliance; Carrigtwohill; On-site; EUR 40,000 - 52,000; Full time

Job summary

Excis Compliance is hiring an L2 Desktop Support Engineer to deliver day-to-day local and remote desktop support in Ireland. You will troubleshoot hardware, software, and applications, document resolutions, and maintain ticket accuracy to meet SLAs.

You will handle break/fix, diagnostics, and resolution across Windows environments, Office 365, and peripheral equipment, with escalation to third-party vendors when needed, while aligning with global IT standards.

Qualifications

• 2–3 years of experience in Windows desktop support.
• Bachelor’s Degree or equivalent qualification in Computer Science or a related field.
• CompTIA A+, MCP, or better.
• Hands-on experience with Windows 7–10.
• Knowledge of Microsoft Active Directory and Group Policy (GPO).
• Experience with Microsoft Office 365.
• Experience with PC hardware installation and troubleshooting.
• Knowledge of enterprise anti-virus solutions.
• Experience using helpdesk/ticketing systems.
• Knowledge of mobile device management, including iOS and Android devices.
• Familiarity with enterprise encryption solutions.
• Experience with Windows PC/laptop management through Active Directory.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, prioritize effectively, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willingness to work off-hours and weekends.

Responsibilities

• Provide first and second-level contact and problem resolution for customer issues.
• Provide day-to-day local and remote desktop support.
• Receive inbound calls, answer customer questions, troubleshoot issues, and document resolutions in the ticketing system.
• Provide break/fix, fault diagnosis, and resolution for desktop-related issues.
• Provide timely communication to customers regarding issue status and resolution.
• Maintain accurate and up-to-date ticket information for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows operating systems and Microsoft Office.
• Support Cisco Jabber and other authorized desktop applications.
• Provide basic support for Mac operating systems and Apple PCs.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and authorized peripheral equipment.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Provide basic IT support across networks, servers, Audio/Visual, smart devices, and telecommunications.
• Work with third-party vendors to remediate complex AV issues when required.
• Engage supervisors and managers to support operational consistency across shifts.
• Work effectively in a project-based environment, demonstrating flexibility and teamwork.
• Perform other duties as assigned.

Skills

Windows desktop support

Active Directory

Microsoft Office 365

Troubleshooting

Ticketing systems

Hardware troubleshooting

Remote support

Communication skills

Education

Bachelor's Degree in Computer Science or related field

Equivalent qualification

Tools

Group Policy (GPO)

Windows Operating Systems

Mobile device management

Job description

WE’RE HIRING: L2 DESKTOP SUPPORT ENGINEER – IRELAND!

Excis is a global IT support organization with 6,000+ certified technicians operating across 190+ countries, providing multilingual 24/7 support to leading international clients.

We are looking for a motivated and experienced L2 Desktop Support Engineer to join our team in Ireland. This is an excellent opportunity for an experienced IT professional within Excis who is looking to strengthen their desktop support expertise, take on greater responsibility, and develop their career within a global IT environment.

Role Summary

The L2 Desktop Support Engineer will provide day-to-day local and remote desktop support, handling inbound calls, troubleshooting hardware, software, and application issues, and documenting all troubleshooting steps and resolutions in a ticketing system.

The role will also provide break/fix, fault diagnosis, and resolution across desktop environments, operating systems, approved applications, and peripheral equipment while ensuring timely communication and adherence to service levels.

What You'll Do

• Provide first and second-level contact and problem resolution for customer issues


• Provide day-to-day local and remote desktop support


• Receive inbound calls, answer customer questions, troubleshoot issues, and document resolutions in the ticketing system


• Provide break/fix, fault diagnosis, and resolution for desktop-related issues


• Provide timely communication to customers regarding issue status and resolution


• Maintain accurate and up-to-date ticket information for all reported incidents


• Install, upgrade, support, and troubleshoot Windows operating systems and Microsoft Office


• Support Cisco Jabber and other authorized desktop applications


• Provide basic support for Mac operating systems and Apple PCs


• Install, upgrade, support, and troubleshoot printers and computer hardware


• Perform general preventative maintenance on computers, laptops, and printers


• Perform remedial repairs on desktops, laptops, printers, and authorized peripheral equipment


• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues


• Provide basic IT support across networks, servers, Audio/Visual, smart devices, and telecommunications


• Work with third-party vendors to remediate complex AV issues when required


• Engage supervisors and managers to support operational consistency across shifts


• Work effectively in a project-based environment, demonstrating flexibility and teamwork


• Perform other duties as assigned

What You'll Need

• 2–3 years of experience in Windows desktop support


• Bachelor’s Degree or equivalent qualification in Computer Science or a related field


• CompTIA A+, Microsoft Certified Professional (MCP), or better


• Hands-on experience with Windows 7–10


• Knowledge of Microsoft Active Directory and Group Policy (GPO)


• Experience with Microsoft Office 365


• Experience with PC hardware installation and troubleshooting


• Knowledge of enterprise anti-virus solutions


• Experience using helpdesk/ticketing systems


• Knowledge of mobile device management, including iOS and Android devices


• Familiarity with enterprise encryption solutions


• Experience with Windows PC/laptop management through Active Directory


• Strong analytical, troubleshooting, and problem-solving skills


• Ability to multi-task, prioritize effectively, and meet SLAs


• Excellent communication, relationship-building, and internal customer service skills


• Adaptable and flexible in a fast-changing industry and work environment


• Willingness to work off-hours and weekends when required for projects or emergency support

Why Join Us?

Take the next step in your career with Excis and strengthen your expertise in enterprise desktop support. This role provides hands-on exposure to Windows environments, Microsoft applications, Active Directory, hardware troubleshooting, mobile devices, and a broad range of IT technologies.

You’ll have the opportunity to work in a global IT environment, collaborate with technical teams and third-party vendors, and contribute to reliable and consistent IT support for customers.