Senior Service Desk Engineer

Intuity Technologies; Galway; On-site; EUR 48,000 - 60,000; Full time

Benefits offered by this job

Hybrid working options

Early Finish Friday

Company-matched pension

Life assurance

Health plan

Training opportunities

Job summary

Intuity Technologies is seeking a Senior Service Desk Engineer in Galway to own complex incidents, manage escalations and coach junior engineers. The role combines advanced troubleshooting with disciplined service management, change control and customer communication to restore services quickly and securely.

You will work with Microsoft 365, Windows, and cloud/hybrid environments while guiding colleagues on best practices, documentation, and proactive problem management.

Qualifications

• 5+ years of IT support or infrastructure experience with ownership of complex incidents.
• Security-focused with solid secure administration practices.
• Strong knowledge of Microsoft 365, Windows, identity, and cloud/hybrid environments.
• Experience with networking, switches, DNS, VPNs and network security.
• Experience with backup/recovery solutions and incident management processes.
• Ability to document clearly and transfer knowledge to colleagues.

Responsibilities

• Own complex incidents and escalations with evidence-based diagnosis.
• Maintain strong operational standards and accurate ticket records.
• Deliver projects and controlled change with planning, testing and handover.
• Provide technical leadership and mentoring to Level 1/2 engineers.
• Improve service through root cause analysis, automation and knowledge reuse.
• Apply secure administration, least privilege and approved change processes.

Skills

IT support

Security practices

Microsoft 365

Windows

Networking

Virtualisation

Cloud environments

Backup & recovery

Incident management

Documentation

IT service mgmt

Tools

SonicWall

Fortinet

Cisco

Arcserve

Veeam

Azure Backup

Hyper-V

VMware

Microsoft 365 Defender

Azure Virtual Desktop

Job description

Senior Service Desk Engineer

Galway | Full-time, Permanent

Senior technical escalation | Complex incident resolution | Mentoring

Why Join Us?

At Intuity Technologies, we’re more than just an IT company — we’re a trusted partner for businesses across Ireland. With over 50 years’ experience, we’ve built a reputation for reliability, innovation, and technical excellence.

ISO 27001-certified managed services provider supporting clients across MedTech, BioPharma, Construction, Legal, Financial Services, and more.

When you join us, you’ll be part of a company that:

• Invests in your growth with paid certifications and training.

• Focuses on people by building strong client relationships and putting customers first.

• Embraces innovation by exploring new technologies and solutions.

• Delivers impact with projects and support across diverse industries and locations.

The opportunity

As a Senior Service Desk Engineer, you will be a senior technical contributor across the Service Desk, taking ownership of complex incidents, accepting qualified escalations and providing specialist input. Working as part of the senior engineering team, you will lead or contribute to the technical delivery of small to medium projects and help other engineers grow through coaching, mentoring and practical knowledge sharing.

This role combines advanced troubleshooting with disciplined service management, clear customer communication, secure administration, change control and practical project delivery. Your focus will be to restore service safely, reduce repeat issues and improve the supportability of customer environments.

What you will do:

• Own complex incidents and escalations: Lead structured, evidence-based diagnosis through restoration, validation and closure, while coordinating specialists, vendors and customer stakeholders where needed.

• Maintain strong operational standards: Keep clear ownership, prioritise by impact and risk, and ensure ticket records and customer updates are accurate, factual and useful.

• Deliver projects and controlled change: Lead technical work packages and small to medium projects as required, covering discovery, planning, implementation, testing, rollback, documentation and handover.

• Provide technical leadership: Coach Level 1 and Level 2 engineers during live escalations, improve escalation quality and share diagnostic reasoning rather than only providing answers.

• Improve the service: Reduce repeat issues through root-cause investigation, automation, standardisation, monitoring and reusable knowledge.

• Protect customers and the business: Apply secure administration, least privilege, privacy controls and approved incident and change processes.

Technical environment

• Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft 365 Apps.

• Microsoft Entra ID: identity lifecycle, authentication, multi-factor authentication, conditional access, enterprise applications and hybrid identity.

• Microsoft Intune, Windows Autopilot, compliance and configuration policies, application deployment, update management and device security.

• Microsoft Defender capabilities and related Microsoft security portals.

• Azure services relevant to managed environments, including virtual machines, networking, backup, monitoring, storage and identity integration.

• Windows client and server platforms, Active Directory, Group Policy, DNS, DHCP, Remote Desktop Services, Windows 365 and Azure Virtual Desktop where used.

• PowerShell and approved Microsoft Graph tooling for administration, evidence gathering and reporting.

Security, Privacy and Change Responsibilities

• Apply least privilege, identity verification, secure administrative practices and appropriate segregation of duties.

• Apply security best practices and maintain a security-focused approach to the administration and support of customer environments.

• Support, administer and enhance Microsoft security and management capabilities including Microsoft Defender, Microsoft Sentinel, Microsoft Purview, Microsoft Entra ID, Microsoft Intune and Microsoft 365 Lighthouse.

• Support compliance with Intuity's Information Security Management System (ISMS), information security policies and applicable ISO 27001 controls relevant to the role.

• Assess activities that add, remove or amend users, devices, services, servers or configurations as potential changes and use the approved change process before implementation.

• Ensure change documentation includes outcome, impact, urgency, risk, approval, implementation timing, testing and a practical rollback approach.

• Balance restoration speed with security, data integrity, supportability and customer risk.

What you will bring

• 5+ years of relevant IT support, managed services or infrastructure experience, including ownership of complex incidents and technical escalations.

• Security-focused, with a strong understanding of security best practices and secure administration principles.

• Strong practical knowledge of Microsoft 365, Windows, identity, endpoint management, networking, security and cloud or hybrid environments.

• Network Infrastructure: experience with switches, VLANs, wireless access points, VPNs, DNS, routing and network bridging.

• Security Infrastructure: experience with firewalls (SonicWall, Fortinet and Cisco), spam filtering, web filtering and endpoint protection.

• Virtualisation: experience deploying, maintaining and supporting Hyper-V and VMware environments.

• Cloud: Microsoft 365, Azure, Microsoft Entra ID, AWS and Google Cloud.

• Experience with backup and recovery solutions such as Arcserve, Veeam and Azure Backup.

• Ability to troubleshoot across multiple technical layers and use evidence to isolate root cause.

• Clear customer, vendor and technical-team communication during high-impact or time-sensitive issues.

• Ability to create useful technical documentation and transfer knowledge to colleagues.

• Working knowledge of IT service management practices, including incident, request, change, major incident and knowledge management.

Desirable qualifications and experience

• Microsoft role-based certification in Microsoft 365, Azure, Security, Identity, Windows or Endpoint Administration.

• ITIL 4 Foundation, ITIL Practitioner or equivalent service-management experience.

• CompTIA Security+, Network+ or relevant networking, firewall, virtualisation, backup or managed-security certification.

• Additional industry-recognised certifications relevant to networking, cloud, cybersecurity, virtualisation or infrastructure technologies.

• Managed Services Provider experience.

• Relevant experience in an ISO 27001-certified company.

• Experience mentoring engineers, leading technical reviews or coordinating work during major incidents.

• Familiarity with Professional Services Automation (PSA) platforms and service management tools.

• Full clean driving license.

What do we offer you?

• Hybrid working options

• Early Finish Friday

• Company-matched pension

• Life assurance

• HSF Health Plan

• Family leave policies

• Employee Assistance Program (EAP)

• Training opportunities include online learning, in-house training, internal and external technical training, and certification/exam support.

• Cycle to Work scheme.

• Social events.

How you will work

You will be customer-focused, organised and accountable. You will communicate complex issues clearly, use evidence to make sound decisions, collaborate across teams and suppliers, and support continual improvement. You will use approved AI capabilities responsibly as a support aid, while validating outputs and retaining individual technical judgement and accountability.