L2 IT Deskside Support Engineer

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

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