Impactful IT Deskside Support Engineer Level 2

PFH Technology Group; Cork; On-site; EUR 35,000 - 48,000; Full time

Job summary

PFH Technology is seeking an IT Support Engineer (Level 2) to join our growing team in Ireland. The role delivers second-line ICT support within an ITIL-aligned environment and focuses on Microsoft 365 expertise to provide excellent user support.

The successful candidate will troubleshoot, resolve and elevate issues, work with internal teams and vendors, and maintain knowledge bases while adhering to pharma guidelines in a large environment.

Qualifications

• Experience in Windows 11 deployment and support.
• Intune Endpoint Management and patching (incl. Azure Update Manager).
• Microsoft Defender (Vulnerability Management & XDR).
• Experience managing security incidents and alerts.

Responsibilities

• Accept and manage tickets from first line support, based in the UK (Dudley).
• Provide second line IT support with high first-time resolution.
• Troubleshoot, resolve and escalate issues as required.
• Coordinate with internal teams and third-party vendors to resolve problems.
• Maintain and update knowledge base articles, SOPs and runbooks.
• Manage IT hardware and software assets.
• Support continuous service improvement initiatives.
• Attend meetings with local and UK teams regarding tickets and problems.
• Ensure walkups are logged and tickets tracked.
• Adhere to Pharma guidelines for laboratory environments.
• Engage with users across the large environment and provide support.
• Demonstrate strong ITIL-based processes (Incident, Problem, Change).
• Showcase troubleshooting, triage and escalation skills.
• Communicate effectively with a customer-first approach.

Skills

ITIL-based service desk

Customer-first communication

Team collaboration

Problem solving

Security incident handling

Tools

Intune Endpoint Management

Azure Update Manager

Microsoft Defender

Microsoft 365

Azure / IAM concepts

Job description

PFH Technology is seeking an IT Support Engineer (Level 2) to join our growing team in Ireland. The role delivers second-line ICT support within an ITIL-aligned environment and focuses on Microsoft 365 expertise to provide excellent user support.

The successful candidate will troubleshoot, resolve and elevate issues, work with internal teams and vendors, and maintain knowledge bases while adhering to pharma guidelines in a large environment.