L2 Service Technician

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

L2 Service Desk Technician

Location: Dublin 1, free parking

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 great communicator , proactive problem-solver with strong Microsoft 365 expertise, worked in a cloud environment and a passion for delivering excellent user support.

Key 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 a high degree of awareness of cybersecurity best practices and concepts including phishing awareness, Identity and Access Management, Multifactor Authentication, Zero Trust Security model
• Experience of : MS Defender Vulnerability Management & MS Defender XDR Security Alerting & Incident Management
• 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
• Support continuous service improvement initiatives

Technical Skills & Experience

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

Essential Requirements

• 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

Desirable Certifications

• Microsoft Endpoint Administrator Associate (MD-102 / MD-100)
• 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)
• Multi-Factor Authentication (MFA)
• 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

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian Cloud Services and Custodian Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

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.

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