End User Support Engineer

NECSWS; Cork; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Flexible benefits

Access to LinkedIn Learning

Job summary

NECSWS is seeking an End User Support Engineer in Cork, Ireland. The role provides technical troubleshooting for desktop, hardware, and software issues, ensuring high-quality support services for end users.

Responsibilities include managing endpoint tools and coordinating with technical teams. Candidates should have experience in desktop support, strong analytical skills, and relevant qualifications.

Benefits include flexible options and access to LinkedIn Learning.

Qualifications

• Strong communication and stakeholder engagement skills.
• Experience in a senior or lead technical role, including mentoring.
• Full driver’s licence necessary.

Responsibilities

• Act as escalation point for complex desktop issues.
• Analyze recurring incidents for root cause.
• Manage endpoint tools and ensure compliance.

Skills

Enterprise desktop/end-user computing support experience

Windows and macOS environments

Advanced troubleshooting with hardware and applications

Microsoft Intune

Desktop security and compliance practices

Microsoft 365 and collaboration tools

Networking fundamentals (TCP/IP, DNS, DHCP)

Education

Degree in IT or related field or equivalent professional experience

Tools

Ivanti ISM

ServiceNow

Job description

The End User Support Engineer role provides technical troubleshooting and serves as the escalation point for Ireland‑based desktop, hardware, and software issues. The position ensures high‑quality end‑user support services, drives technical standards, coordinates complex incidents, and manages problem‑management activities while overseeing desktop support operations within an enterprise environment.

Responsibilities

• Act as the primary escalation point for complex desktop, hardware, and software issues in Cork.
• Provide advanced troubleshooting and root‑cause analysis for recurring incidents.
• Define and enforce technical standards, procedures, and best practices for end‑user support.
• Manage endpoint tools such as Microsoft Intune, ensuring patching, security hardening, and compliance across end‑user devices.
• Evaluate and recommend hardware, software, and tooling improvements.
• Provide advanced user support and guidance for VIPs and business‑critical users.
• Communicate technical issues and resolutions clearly to non‑technical stakeholders.
• Work with business units to understand requirements and improve the end‑user experience.
• Maintain and improve technical documentation, SOPs, and knowledge‑base articles.
• Ensure accurate asset and incident records within Ivanti ISM.
• Document root‑cause analyses and improvement actions.
• Collaborate with Infrastructure, Security, Networking, and Applications teams on cross‑platform issues.
• Participate in technology roadmaps and service‑improvement initiatives.
• Identify opportunities for automation, standardisation, and cost optimisation.

Required Technical Skills

• Significant enterprise desktop/end‑user computing support experience.
• Proven experience supporting Windows and macOS environments.
• Advanced troubleshooting experience with hardware, operating systems, and enterprise applications.
• Experience with endpoint management platforms such as Microsoft Intune.
• Strong knowledge of desktop security, patching, and device compliance practices.
• Experience supporting Microsoft 365, collaboration tools, and corporate productivity platforms.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).

Service Management & Process Experience

• Experience working within ITIL‑aligned frameworks (Incident, Problem, Change, Request).
• Knowledge of ITSM tools such as Ivanti ISM, ServiceNow, or equivalent.
• Ability to perform root‑cause analysis and drive problem‑management activities.

Qualifications

• Degree in IT or related field, or equivalent professional experience.
• Proven experience in a senior or lead technical role, including mentoring or escalation management.
• Strong communication and stakeholder engagement skills.
• Full driver’s licence.
• Microsoft, ITIL, or CompTIA certifications.
• Experience with VDI technologies and device lifecycle management.
• Exposure to global enterprise environments and vendor management.

Additional Information

• 25 days holiday + bank holidays with option to buy/sell days.
• A selection of flexible benefits to suit your individual needs.
• Free access for all colleagues to LinkedIn Learning, covering a wide breadth of subjects.

Candidates must be able to demonstrate a pre‑existing right to work and travel within the EU; documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks.

NEC Software Solutions is an equal‑opportunity employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.