L2 Service Desk Technician — ITIL, M365 & Security

PFH Technology Group; Dublin; On-site; EUR 40,000 - 56,000; Full time

Job summary

PFH Technology Group is seeking an L2 Service Desk Technician to deliver first- and second-line ICT support in an ITIL-aligned environment from Dublin. You will be a strong communicator, proactive troubleshooter, and handle Microsoft 365 workloads, Entra ID/AD, and security incident management.

Join a team focused on high-quality user support, incident triage, and continuous service improvement. This role is based in Dublin with free parking and opportunities to grow within a premier ICT

Qualifications

• ITIL Foundation Certification (v4 minimum) is required.
• 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.

Responsibilities

• Provide second line IT support, ensuring high levels of first-time resolution in line with ITIL processes.
• Troubleshoot, resolve, and escalating technical issues as required to level 3.
• Account management for joiners/movers/leavers.
• Respond to and manage security alerts and incidents.
• Show awareness of cybersecurity best practices including phishing awareness, IAM, MFA, and Zero Trust.

Skills

Windows 11

Microsoft 365

Entra ID / Active Directory

Intune Endpoint Management

Microsoft Defender

Microsoft Teams

Security incidents & alerts

Education

ITIL Foundation Certification (v4)

MD-102 / MD-100

SC-900

Tools

Azure Update Manager

Job description

PFH Technology Group is seeking an L2 Service Desk Technician to deliver first- and second-line ICT support in an ITIL-aligned environment from Dublin. You will be a strong communicator, proactive troubleshooter, and handle Microsoft 365 workloads, Entra ID/AD, and security incident management.

Join a team focused on high-quality user support, incident triage, and continuous service improvement. This role is based in Dublin with free parking and opportunities to grow within a premier ICT