Senior Helpdesk Engineer

Systal Technology Solutions; Dublin; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Training and development

Modern offices and remote teams

Positive work culture

Job summary

Systal Technology Solutions in Dublin seeks a Senior Helpdesk Engineer to provide onsite IT support for enterprise clients, acting as a senior escalation point for end-users including C-suite executives.

The role covers desktop support, Windows 10/11, Microsoft 365, Azure, Intune, Defender, Exchange Online, and AD, with strong incident management, SLA adherence, and collaboration across IT teams and client stakeholders onsite.

Qualifications

• 4–6 years of Helpdesk/Desktop Support experience.
• Strong troubleshooting across Windows 10/11, MFA, VPN, and Intune.
• Experience with Azure management platform and M365 suite.
• Knowledge of Active Directory, Group Policy, and user administration.
• Familiar with ITIL service management and ServiceNow or similar.
• Excellent communication and customer service skills.

Responsibilities

• Provide onsite 1st and 2nd line support for DCCH users and systems.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Support Windows, M365, Teams, Exchange, and AD environments.
• Manage incidents and requests via ITSM with SLA adherence.
• Escalate complex issues to 3rd line or specialists.
• Deploy and support laptops, desktops, printers, and peripherals.
• Support meeting room tech and AV equipment.
• Account administration: onboarding and offboarding.
• Maintain documentation and asset records.
• Participate in incident reviews and continuous service improvement.
• Liaise with client stakeholders onsite.
• Assist with infrastructure changes, patching, maintenance.
• Ensure compliance with security policies and change management.

Skills

Windows troubleshooting

End-user support

Incident management

ITIL processes

Excellent communication

Client relationship

Tools

Azure

Intune

Microsoft 365

Defender

Exchange Online

SharePoint

VPN technologies

ServiceNow

Job description

We are Systal: a global managed network, cloud and security transformation specialist.

We provide complex and strategic technology services for enterprise businesses, managing 200,000+ assets across 93 countries. These services help our customers achieve strategic technology transformation and maximise the business value, security and innovative potential of their IT infrastructure.

Role Overview

Systal Technology Solutions is seeking an experienced Senior Helpdesk Engineer to provide onsite IT support in Dublin. The successful candidate will act as a senior technical escalation point, delivering high-quality end-user support including C Suite executives, infrastructure troubleshooting, and operational excellence across enterprise environments.

What will you be doing?

This role requires a customer-focused engineer with strong technical capability across desktop support, Microsoft technologies, networking, and incident management within a fast-paced managed services environment.

• Provide onsite 1st and 2nd line technical support for DCCH users and business systems.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Support Microsoft Windows environments, Microsoft 365, Teams, Exchange, and Active Directory.
• Manage incidents and service requests through the ITSM/ticketing platform in accordance with SLA requirements.
• Escalate complex technical issues to 3rd line or specialist teams where appropriate.
• Perform laptop, desktop, printer, and peripheral deployment and support.
• Support and troubleshoot meeting room technologies, AV equipment, and collaboration platforms (Logitech and Microsoft).
• Conduct user account administration including onboarding, offboarding, and access management.
• Maintain accurate documentation, asset records, and technical procedures.
• Participate in incident reviews, root cause analysis, and continuous service improvement initiatives.
• Liaise directly with client stakeholders and maintain strong professional relationships onsite.
• Assist with infrastructure changes, patching, and maintenance activities.
• Ensure compliance with security policies, change management processes, and operational standards.

Who are we looking for?

• Minimum 4–6 years’ experience in a Helpdesk/Desktop Support or EUC support role.
• Strong troubleshooting skills across Windows 10/11 environments, MFA, VPN & Intune.
• Support Azure management platform/infrastructure (virtual machines, security groups, end point management, Entra ID).
• Experience supporting Microsoft 365, Defender, Exchange Online, Teams, and SharePoint.
• Knowledge of Active Directory, Group Policy, and user administration.
• Experience with networking fundamentals including DNS, DHCP, TCP/IP, and VPN technologies.
• Familiarity with ITIL-based service management processes.
• Experience using enterprise ticketing systems such as ServiceNow or similar.
• Strong hardware support experience for laptops, desktops, mobile devices, and printers.
• Excellent communication and customer service skills.

Why come and work with us at Systal?

• Competitive salary and benefits package.
• Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training.
• Fantastic working environment – our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually.
• Systal’s core is its people. Our culture and success is founded upon having the best performing people in a high performing culture to deliver the best-in-class customer experience. Our mission is to be the world’s most trusted technology services partner – inspiring, empowering and enabling the innovation and transformation of today and tomorrow. And we want you to be the best in your chosen field and continuously support training.

Systal only communicates with candidates via official channels and verified @systaltech.com email addresses. If you’d like to verify a message, please contact [e-mail].