Support Engineer (L1 / L2)

Cover-More Group; Dublin; Hybrid; EUR 40,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Private health insurance

Parental leave & personal leave

Job summary

Zurich Cover-More is seeking an IT Support Specialist to provide onsite and remote technical support across Ireland, the UK, and wider Europe. You will manage end-user devices, support business applications, and ensure a seamless technology experience while delivering exceptional customer service.

The role covers onboarding/offboarding, device deployments, and collaboration with vendor teams to resolve complex issues. Hybrid work model with training period and ongoing professional development.

Qualifications

• Strong troubleshooting knowledge of Windows and business applications.
• Basic understanding of PC/Mac hardware and networking concepts.
• Experience with Active Directory, Microsoft 365 and endpoint management tools.
• Experience with ITSM ticketing systems such as ServiceNow and remote support tools like TeamViewer.
• Excellent troubleshooting and problem-solving skills with a proactive, customer-first mindset.
• Strong communication skills to explain technical concepts to non-technical users.

Responsibilities

• Take ownership of support tickets from initial request through to resolution, with regular updates.
• Diagnose and resolve software, hardware, and network issues for onsite and remote employees.
• Provide L1 and L2 support across laptops, desktops, mobile devices, printers, telephony, applications, and workplace tech.
• Support onboarding and offboarding activities, including device setup and access requests.
• Manage device deployments, software installations, hardware replacements, and IT asset tracking.
• Escalate unresolved issues to specialist teams or vendors with clear documentation.
• Explain technical issues in simple language and build strong relationships with end users.

Skills

Windows troubleshooting

PC & Mac hardware

Active Directory

Microsoft 365

Endpoint management

ITSM ServiceNow

TeamViewer

Communication

Tools

ServiceNow

TeamViewer

Job description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Cover-More Europe

This role is part of our Cover-More Europe team. Cover-More Europe provides insurance solutions through a number of different customer-facing brands across travel, car hire, specialty, and pet sectors in the United Kingdom, Ireland and the rest of Europe. For more than twenty years, we have been delivering insurance policies through our distribution partnerships. We know what is important to our partners, and we deliver simple and seamless customer experiences based on our genuine commitment to protection and care.

What you’ll be doing:

In this role you will provide both onsite and remote technical support to employees across Ireland, the UK, and wider European business units. You'll be the face of IT support, helping colleagues resolve technical issues, managing end-user devices, supporting business applications, and ensuring a seamless technology experience across the organisation.

• Take ownership of support tickets from initial request through to resolution, ensuring users receive regular updates and excellent service.
• Diagnose and resolve software, hardware, and network connectivity issues for both onsite and remote employees.
• Provide L1 and L2 technical support across laptops, desktops, mobile devices, printers, telephony, applications, and workplace technology
• Support employee onboarding and offboarding activities, including device setup, access requests, equipment collection, and user administration
• Manage device deployments, software installations, hardware replacements, and IT asset tracking.
• Escalate unresolved or complex technical issues to specialist teams or third-party vendors, ensuring all relevant information is documented and communicated clearly.
• Deliver an exceptional customer experience by explaining technical issues in simple language and building strong relationships with end users

What skills and experience you’ll bring on this journey:

• Strong troubleshooting knowledge of Windows and common business applications.
• Basic understanding of PC/Mac hardware and computer networking concepts is beneficial.
• Experience with Active Directory, Microsoft 365 and endpoint management tools
• Experience working with ITSM ticketing systems such as ServiceNow and remote support tools like TeamViewer.
• Excellent troubleshooting and problem-solving skills with a proactive, customer-first mindset.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users and build trusted relationships across the business.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Job flexibility

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home after an initial training period.

Career growth

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community

We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us.

We believe your career should take you places – literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Investing in your health and your future.

We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future.

Diversity and inclusion

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

At Zurich Cover-More, compensation for roles is influenced by a variety of factors, including but not limited to office location, role, skill set, and level of experience. We are committed to providing a fair and reasonable compensation range for each role and additional rewards may include short-term incentive bonuses and increases based on merit. If your salary expectations are not in line with the proposed salary published for this role, you are still encouragedto apply. We will consider applications from talented individuals with the relevant experience, skills, education and attitude on a case-by-case basis.

The compensation shown reflects a national market range and the proposed salary for this position is €40,035 – €54,165 with short-term incentive bonus eligibility of 5%.