IT Deskside Support - 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 are looking for an IT Support Engineer (Level 2) to join our growing team.

Overview

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

This role is ideal for a proactive problem-solver with strong Microsoft 365 expertise and a passion for delivering excellent user support.

Key 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 elevate technical issues as required
• Work closely with internal teams and third-party vendors to resolve issues
• 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 to discuss outstanding tickets / problems 7
• Ensure any walkups are managed and tickets logged accordingly
• Adhere to all strict Pharma guidelines re laboratory environments
• Enjoy walking about the large environment and meeting & supporting people
• Strong 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

Technical Skills & Experience across most of these areas a key advantage

- Must be able to show how experience on these areas :

• 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

Desirable Certifications

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

Cybersecurity Awareness

Strong knowledge of:

• Phishing and social engineering risks
• Identity & Access Management (IAM)
• Zero Trust principles

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.