IT Support Engineer - Level 2

PFH Technology Group; Dublin; Hybrid; EUR 38,000 - 48,000; Full time

Job summary

PFH Technology Group seeks a skilled L1/L2 Service Desk Technician in Dublin 1. You will deliver first- and second-line ICT support in an ITIL-aligned environment, handling incidents from logging to resolution.

The role is a 35-hour week with hybrid work: 4 days on site, Friday WFH. You will work with Microsoft 365, Intune, Defender, and Teams, while maintaining knowledge bases and runbooks.

Qualifications

• ITIL Foundation Certification (v4) required.
• Strong ITIL-based Service Desk experience: Incident, Problem, Change.
• Excellent communication and customer-first approach.
• Team-oriented and proactive with strong analytical skills.

Responsibilities

• Provide first and second line IT support with high first-time resolution.
• Log incidents in PFH client ticketing system per ITIL.
• Troubleshoot, resolve and escalate technical issues as needed.
• Own and manage problem tickets; identify root causes and fixes.
• Respond to security alerts and incidents.
• Collaborate with internal teams and third-party vendors.
• Maintain knowledge base articles, SOPs and runbooks.
• Manage IT hardware and software assets.

Skills

Customer service

Communication

Problem solving

Teamwork

Proactive

Education

ITIL Foundation Certification (v4)

SC-900: Microsoft Security, Compliance & Identity Fundamentals

Tools

Windows 11

Microsoft 365

Intune Endpoint Management

Microsoft Defender

Microsoft Teams

Teams Rooms

Job description

Job Title: L1 / L2 Service Desk Technician

Location: Dublin 1, free parking

Contract Type: Permanent

Hybrid: 4 days on site, WFH on Fridays.

Working hours: 35 hours per week

Overview

We are seeking a skilled and customer-focused L1/L2 Service Desk Technician to deliver first- and 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

• Provide first and second line IT support, ensuring high levels of first-time resolution
• Log and track incidents via the PFH client ticketing system in line with ITIL processes
• Troubleshoot, resolve, and escalate technical issues as required
• Own and manage problem tickets, identifying root causes and implementing fixes
• Respond to and manage security alerts and incidents
• 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
• ITIL Foundation Certification (v4 minimum)
• 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

• Windows 11 deployment and support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint)
• Intune Endpoint Management and patching (incl. Azure Update Manager)
• Microsoft Defender (Vulnerability Management & XDR)
• Microsoft Teams & Teams Rooms
• Experience managing security incidents and alerts

Desirable Certifications

• Microsoft Security, Compliance & Identity Fundamentals (SC-900)
• (Candidates working towards certification will be considered; certification must be achieved by contract start date)

Cybersecurity Awareness

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

What We’re Looking For

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal abilities
• A proactive, solutions-driven mindset
• Commitment to high-quality customer service

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.