Hybrid IT Support Engineer II – First/Second Line

PFH Technology Group; Dublin; Hybrid; EUR 38,000 - 48,000; Full time

Job summary

PFH Technology Group seeks a skilled L1/L2 Service Desk Technician in Dublin 1. You will deliver first- and second-line ICT support in an ITIL-aligned environment, handling incidents from logging to resolution.

The role is a 35-hour week with hybrid work: 4 days on site, Friday WFH. You will work with Microsoft 365, Intune, Defender, and Teams, while maintaining knowledge bases and runbooks.

Qualifications

• ITIL Foundation Certification (v4) required.
• Strong ITIL-based Service Desk experience: Incident, Problem, Change.
• Excellent communication and customer-first approach.
• Team-oriented and proactive with strong analytical skills.

Responsibilities

• Provide first and second line IT support with high first-time resolution.
• Log incidents in PFH client ticketing system per ITIL.
• Troubleshoot, resolve and escalate technical issues as needed.
• Own and manage problem tickets; identify root causes and fixes.
• Respond to security alerts and incidents.
• Collaborate with internal teams and third-party vendors.
• Maintain knowledge base articles, SOPs and runbooks.
• Manage IT hardware and software assets.

Skills

Customer service

Communication

Problem solving

Teamwork

Proactive

Education

ITIL Foundation Certification (v4)

SC-900: Microsoft Security, Compliance & Identity Fundamentals

Tools

Windows 11

Microsoft 365

Intune Endpoint Management

Microsoft Defender

Microsoft Teams

Teams Rooms

Job description

PFH Technology Group seeks a skilled L1/L2 Service Desk Technician in Dublin 1. You will deliver first- and second-line ICT support in an ITIL-aligned environment, handling incidents from logging to resolution.

The role is a 35-hour week with hybrid work: 4 days on site, Friday WFH. You will work with Microsoft 365, Intune, Defender, and Teams, while maintaining knowledge bases and runbooks.