IT Support Engineer

Tata Consultancy Services; Ireland; On-site; EUR 40,000 - 56,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop and training resources

Job summary

Tata Consultancy Services in Ireland is hiring an Onsite IT Support Engineer to provide hands-on technical support for our contact centre teams, ensuring productivity across Microsoft 365, collaboration tools, endpoint devices, network connectivity, and client access platforms.

You'll work with a team of over 100 professionals, supporting onboarding, device builds, access coordination, and incident resolution in a fast-paced, regulated environment. A strong customer service mindset is essential.

Qualifications

• Strong customer service mindset with urgency during incidents.
• Good working knowledge of laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint.
• Experience supporting Azure Virtual Desktop or similar client-hosted desktop platforms.
• Experience troubleshooting connectivity, VPN, and endpoint issues.
• Familiarity with IT security, data protection, and compliant environments.

Responsibilities

• Provide onsite IT support for contact centre laptops, headsets, monitors, docking stations, and peripherals.
• Support access to client Azure Virtual Desktop environments, including login issues and connectivity.
• Troubleshoot Microsoft 365 apps including Outlook, Teams, SharePoint, and OneDrive.
• Prepare devices for new starters and internal moves; assist with onboarding.
• Manage IT stock, asset allocation, and device tracking.
• Log and resolve incidents via service management tools with timely updates.
• Collaborate with IT, client IT, and operations to improve processes.

Skills

Customer service

Microsoft 365

Azure Virtual Desktop

Desktop support

Active Directory

Intune

NICE telephony

ITIL Foundation

Education

ITIL Foundation

Tools

NICE Telephony

Azure Virtual Desktop

Intune

Job description

Job Type: Permanent

Work Hours: 8 hour rotation between 8am and 6pm, Monday - Friday.

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Delivering Real Operational Impact - As a Team Lead, you empower consultants with the support, feedback, and daily guidance they need to deliver accurate, compliant, and confident Life & Pensions customer service across phone, email, and digital channels—driving smooth operations, consistent service quality, and an exceptional customer experience.
• Developing Strong Team Capability - By coaching, mentoring, and supporting consultants in communication, problem‑solving, product knowledge, and regulatory understanding, you help build a high‑performing team equipped to succeed in a complex and evolving Life & Pensions environment.
• Leading Through Collaboration and Support - You play an active role within a collaborative leadership group—working closely with Quality, Training, and Operations partners to share insights, improve processes, strengthen team performance, and contribute to a positive, supportive culture across the wider organization.

The Role

As an Onsite IT Support Engineer supporting our Contact Centre resources, you will provide hands‑on technical support. The role is critical to ensuring that agents, team leads, trainers, workforce management, quality, and operational support teams can work effectively across Microsoft 365, collaboration tools, endpoint devices, network connectivity, and client access platforms. You will act as a key local support point for incident resolution, new starter readiness, device build and stock management, access coordination, compliance, and operational continuity in a fast-paced, regulated customer service environment.

In this role, you will be supporting a team of over 100 professionals, working together to deliver exceptional support.

Your responsibilities:

• Provide onsite IT support for contact centre colleagues laptops, headsets, monitors, docking stations, softphones, and other approved peripherals.
• Support access to client Azure Virtual Desktop environments, including login issues, connectivity, profile/session challenges, authentication prompts, and escalation of client‑side issues through the agreed support route.
• Troubleshoot Microsoft 365 issues including Outlook, Teams, SharePoint, OneDrive, Office applications, mailbox access, calendar issues, and collaboration tools.
• Prepare and deploy laptops and associated equipment for new starters, internal movers, training groups, and operational go‑live activity.
• Support onboarding and induction activity by ensuring equipment, access, connectivity, and core applications are available before training or production start dates.
• Manage IT stock, asset allocation, device tracking, returns and secure returns in line with corporate and client compliance requirements.
• Support domain‑joined and Intune‑managed devices, including software deployment, patching awareness, device compliance, encryption checks, and endpoint health monitoring.
• Log, prioritise, update, and resolve incidents and service requests through the agreed service management tool, ensuring timely communication with impacted users and operational leads.
• Provide floor‑walking and go‑live support during training waves, mobilisation activity, client readiness testing, and early life support for new contact centre services.
• Work collaboratively with TCS IT, client IT, operations, security, facilities, and service delivery teams to identify recurring issues, improve support processes, and maintain operational stability.

Your Profile:

Essential skills/knowledge/experience:

• Strong customer service mindset with the ability to support contact centre users calmly, professionally, and with urgency during operational incidents.
• Good working knowledge of laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Good working knowledge of NICE telephony system, including troubleshooting and issue resolution (or similar tooling).
• Experience supporting users who access virtual desktop environments, ideally Azure Virtual Desktop, Citrix, VMware Horizon, or similar client‑hosted desktop platforms.
• Experience troubleshooting laptop, headset, softphone, monitor, docking station, printer, peripheral, Wi‑Fi, LAN, VPN, and connectivity issues.
• Knowledge of Microsoft Entra ID/Azure AD, Active Directory, multi‑factor authentication, password resets, access requests, and user account support.
• Ability to diagnose, prioritise, resolve, and escalate technical issues in line with incident management and service desk processes.
• Experience with ticketing/service management tools, clear incident documentation, SLA awareness, and regular user communication.
• Understanding of IT security, endpoint compliance, data protection, clean desk expectations, access control, and regulated operational environments.
• Ability to support multiple onboarding waves, urgent operational requirements, and time‑sensitive go‑live activity.
• Previous experience supporting a contact centre, service desk, operations floor, insurance, life and pensions, or other regulated business environment.
• Hands‑on knowledge of Microsoft Intune, endpoint compliance, device build standards, application deployment, and laptop lifecycle management.
• Experience supporting AVD, virtual desktop access, secure remote access, MFA, conditional access, and client‑managed application environments.
• Familiarity with telephony, softphone, call recording, headset configuration, and contact centre productivity tools.
• ITIL Foundation, Microsoft 365, Azure Fundamentals, Modern Desktop, or similar technical certification would be advantageous

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role.