IT Support Engineer

Realtime Recruitment; Dublin; Hybrid; EUR 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid work options

Career development support

Study time and certification funding

Collaborative workplace in Dublin

Job summary

Realtime Recruitment is hiring a Level 1 Helpdesk Support Technician in Dublin City Centre with hybrid options. This is a full-time, permanent role reporting to the IT Support Manager.

The successful candidate will resolve basic technical issues, set up new users, and escalate complex problems to Level 2. Training and certification opportunities are provided to grow in a dynamic IT environment.

Qualifications

• 6–12 months experience in IT Helpdesk or similar role.
• Basic understanding of Office 365 administration (Exchange Online, SharePoint, Teams).
• Basic knowledge of Microsoft Azure (Azure AD / Entra ID).
• Experience with IT ticketing systems and RMM tools; Kaseya is desirable.

Responsibilities

• First-Line Support: act as initial contact for IT queries via phone, email, and ticketing system.
• Troubleshooting: basic hardware, software, and network issues.
• User Setup & Administration: create new users, manage permissions, reset passwords (AD/Office 365).
• System Management: use Kaseya for endpoint management and updates.
• Cloud Support: basic admin for Microsoft Azure environments.
• Documentation: keep records of requests and resolutions in the knowledge base.
• Escalation: escalate unresolved issues to Level 2/3 with proper documentation.
• Continuous Learning: participate in training and certifications.

Skills

Customer focus

Communication

Problem solving

Willingness to learn

Tools

Kaseya

Office 365

Azure AD

Ticketing system

RMM tools

Job description

Job Description: Level 1 Helpdesk Support Technician

Location: Dublin City Centre (Hybrid options available)

Position Type: Full-time, Permanent

Reporting to: IT Support Manager

About the Role

We are seeking a highly motivated and customer-focused Level 1 Helpdesk Support Technician for a leading client based in Dublin City. This role is the first point of contact for end-users requiring technical assistance. The ideal candidate will possess a strong foundational knowledge of IT systems, a proactive problem-solving mindset, and, most importantly, the right attitude and a demonstrated willingness to learn and study new technologies.

You will be responsible for resolving basic technical issues, setting up new users, and escalating more complex problems to Level 2 support. If you are passionate about technology and eager to kick-start your IT career in a supportive and dynamic environment, this is the perfect opportunity for you.

Key Responsibilities

• First-Line Support: Act as the initial point of contact for all IT-related queries from end-users via phone, email, and the ticketing system.
• Troubleshooting: Perform basic troubleshooting for hardware (PCs, laptops, printers), software, and network connectivity issues.
• User Setup & Administration: Manage user accounts, including setting up new users, managing permissions, and password resets, primarily within Active Directory and Microsoft Office 365.
• System Management: Utilize Kaseya (Remote Monitoring and Management tool) for endpoint management, proactive monitoring, and deploying software updates.
• Cloud Support: Provide basic administrative support for Microsoft Azure environments, including user access and basic configuration queries.
• Documentation: Maintain accurate and up-to-date records of all support requests, resolutions, and user guides in the IT knowledge base.
• Escalation: Identify and elevate unresolved or complex issues to Level 2/3 support teams in a timely manner, ensuring all relevant troubleshooting steps are documented.
• Continuous Learning: Actively participate in training and certification programs to enhance technical skills and stay current with industry trends.

Requirements

Technical Skills

• Minimum of 6–12 months of experience in an IT Helpdesk, Technical Support, or similar customer-facing technical role.
• Fundamental understanding of Microsoft Office 365 administration (Exchange Online, SharePoint, Teams).
• Basic knowledge of Microsoft Azure (e.g., Azure Active Directory/Entra ID user management).
• Experience with IT ticketing systems and Remote Monitoring and Management (RMM) tools; hands-on experience with Kaseya is highly desirable.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and Windows desktop operating systems (Windows 10/11).

Aptitude and Attitude

• Customer-Centric: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users patiently and clearly.
• Problem Solver: A logical and analytical approach to troubleshooting and resolving technical issues.
• Willingness to Learn: A strong desire to study, upskill, and pursue relevant IT certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals, Azure Fundamentals).
• Team Player: Collaborative mindset with the ability to work effectively within a team and support colleagues.
• Adaptability: Ability to thrive in a fast-paced environment and handle multiple tasks simultaneously.

What We Offer

• Competitive salary commensurate with experience.
• Opportunities for career progression within the IT support team.
• Support for professional development, including study time and funding for relevant IT certifications.
• A collaborative, inclusive, and forward-thinking work environment in the heart of Dublin ity.