IT Deskside Support - Level 2

PFH Technology Group; Cork; On-site; EUR 38,000 - 48,000; Full time

Job summary

PFH Technology Group in Cork, Ireland, is seeking an IT Support Engineer (Level 2) to deliver second-line ICT support within an ITIL-aligned environment. You will handle escalations from the first-line team, resolve incidents, and work closely with UK colleagues to improve service quality.

The role requires strong Microsoft 365 expertise, solid problem-solving skills, and a customer-first approach. You will maintain knowledge bases, manage assets, and participate in continuous improvement

Qualifications

• Experience in ITIL-based Service Desk environments (Incident, Problem, Change Management).
• Proven troubleshooting, triage, and escalation skills.
• Excellent communication skills with a customer-first approach.
• Ability to work effectively as part of a team environment.

Responsibilities

• Accept and manage tickets assigned by first-line support teams based in UK office (Dudley).
• Provide second-line IT support, ensuring high levels of first-time resolution.
• Troubleshoot, resolve, and escalate technical issues as required.
• Maintain and update knowledge base articles, SOPs, and runbooks.

Skills

ITIL-based Service Desk

Troubleshooting

Customer-first communication

Team collaboration

Education

Microsoft 365 expertise

Tools

EntraID/ActiveDirectory

Intune Endpoint Management

Microsoft Defender

Microsoft Teams

Job description

PFHTechnologyarelookingforanITSupportEngineer(Level2)tojoinourgrowingteam.

Overview

We are seeking a skilled and customer-focused L2 Engineer to deliver second line ICT support within an ITIL-aligned environment.

Thisroleisidealforaproactiveproblem-solverwithstrongMicrosoft365expertiseandapassionfordeliveringexcellentusersupport.

KeyResponsibilities

• AcceptandmanageticketsassignedbyfirstlinesupportteamsbasedinUKoffice(Dudley)
• ProvidesecondlineITsupport,ensuringhighlevelsoffirst-timeresolution
• Troubleshoot,resolve,andescalatetechnicalissuesasrequired
• Workcloselywithinternalteamsandthird-partyvendorstoresolveissues
• Maintainandupdateknowledgebasearticles,SOPs,andrunbooks
• ManageIThardwareandsoftwareassets
• Supportcontinuousserviceimprovementinitiatives
• AttendmeetingswithlocalandUKteamstodiscussoutstandingtickets/problems7
• Ensureanywalkupsaremanagedandticketsloggedaccordingly
• AdheretoallstrictPharmaguidelinesrelaboratoryenvironments
• Enjoywalkingaboutthelargeenvironmentandmeeting&supportingpeople

EssentialRequirements

• StrongexperienceinITIL-basedServiceDeskenvironments(Incident,Problem,
• ChangeManagement)
• Proventroubleshooting,triage,andescalationskills
• Excellentcommunicationskillswithacustomer-firstapproach
• Abilitytoworkeffectivelyaspartofateamenvironment

TechnicalSkills&Experienceacrossmostoftheseareasakeyadvantage

Mustbeabletoshowhowexperienceontheseareas:

• Windows11deploymentandsupport
• Microsoft365(Outlook,Teams,OneDrive,SharePoint,Word,Excel,PowerPoint)
• EntraID/ActiveDirectory
• IntuneEndpointManagementandpatching(incl.AzureUpdateManager)
• MicrosoftDefender(VulnerabilityManagement&XDR)
• MicrosoftTeams&TeamsRooms
• Experiencemanagingsecurityincidentsandalerts

DesirableCertifications

• MicrosoftAzureFundamentals(AZ900)
• Microsoft 365 Endpoint Admin (MD102) (Candidates working towards certification will be considered)

CybersecurityAwareness

• Strongknowledgeof:
• Phishingandsocialengineeringrisks
• Identity&AccessManagement(IAM)
• Multi-FactorAuthentication(MFA)
• ZeroTrustprinciples

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.