Service Desk Engineer - 365 & Identity Specialist

Medica; Dublin; On-site; EUR 36,000 - 48,000; Full time

Job summary

Medica Ireland is seeking a Service Desk Engineer to deliver high-quality 1st and 2nd line IT support for employees, radiologists, radiographers, clients and suppliers. You will manage incidents, requests, and user lifecycle tasks, ensuring SLA-compliant service delivery and effective escalation when needed.

Responsibilities include administering Microsoft 365, Entra ID, asset management, and collaboration with HR and system owners to onboard/offboard users and maintain IT governance in a

Qualifications

• Minimum 2 years' experience in Service Desk, IT Support, or End User Computing.
• Experience supporting Microsoft 365 environments.
• Experience administering Microsoft Entra ID / Azure AD.
• Experience managing Joiner, Mover and Leaver processes.
• Experience maintaining IT asset registers and supporting asset audits.
• Experience working with ITSM platforms such as Freshservice, ServiceNow or ManageEngine.
• Strong troubleshooting across desktop, laptop, mobile and peripheral technologies.
• Knowledge of Windows 10/11 operating systems.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPN technologies.

Responsibilities

• Provide prompt, professional, and customer-focused support for incidents, requests, and queries.
• Own tickets from initial logging through to closure, ensuring regular communication and updates to users.
• Diagnose and resolve hardware, software, networking, Microsoft 365, printing, telephony, and application issues.
• Escalate incidents appropriately while retaining ownership until resolution.
• Meet agreed Service Level Agreements and Key Performance Indicators.
• Identify recurring issues and contribute to repeat problem analysis, root cause analysis, and permanent resolution activities.
• Create and maintain knowledge articles, user support guides, and technical documentation.

Skills

Microsoft 365

Entra ID/Azure AD

Joiner/Mover/Leaver

IT asset management

ITSM (Freshservice/ServiceNow/ManageIT

Troubleshooting desktop/mobile

Windows 10/11

Networking fundamentals

Tools

Freshservice

ServiceNow

ManageEngine

PowerShell

Job description

Medica Ireland is seeking a Service Desk Engineer to deliver high-quality 1st and 2nd line IT support for employees, radiologists, radiographers, clients and suppliers. You will manage incidents, requests, and user lifecycle tasks, ensuring SLA-compliant service delivery and effective escalation when needed.

Responsibilities include administering Microsoft 365, Entra ID, asset management, and collaboration with HR and system owners to onboard/offboard users and maintain IT governance in a