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Service Desk Engineer – Level 2 - Kilkenny

Job Category:
LAN/WAN Network Engineer, Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
1-5 Years
East Ireland, South Ireland, Midlands
Salary Description:
Salary – €30K to €40K Depending on experience
A to Z Computers Ltd.
Job Ref:

Service Desk Engineer – Level 2


·         Timely resolution of end-user service desk tickets by remote access, phone and email support

·         Resolve all Tier 1 escalated service tickets

·         Ensure tickets are escalated efficiently to L3 and/or field service where necessary

·         Microsoft 365 – Exchange Online, Teams, Sharepoint and One Drive Support

·         Remote support and troubleshooting of Printing/Scanning issues

·         Active Directory administration

·         Proactive monitoring of our Clients I.T. backups, Windows patching, and security software.

·         Documenting standard processes for our MSP clients– New User setups, PC/Laptop Installs,etc.

·         Working together with the field service team and other helpdesk engineers to ensure resolution of tickets in a timely, professional, and efficient manner.


·         Relevant third level qualification and/or at least 2 years’ experience working either on an IT Helpdesk or for a Managed Service Provider (MSP)

·         Excellent customer service skills 

·         Excellent attention to detail

·         Excellent communications skills 

·         Fluency in English language written and oral

·         Strong problem solving and troubleshooting skills.

·         Previous experience of using Connectwise Manage or similar ticketing system

·         Previous experience of using an MSP RMM tool a distinct advantage

·         Ability to take ownership of service issues and work towards an efficient resolution is essential.

Technical Skills

·         Excellent general I.T. troubleshooting skills

·         Strong M365 administration and support experience

·         Excellent Windows 10 and Office Suite support skills

·         Good knowledge of Server operating systems – 2012,2016,2019,2022

·         Good knowledge and previous experience of Network troubleshooting is essential

·         Good knowledge of Cloud Computing enrionments

·         Printer/Scanning troubleshooting skills

·         Technical documentation experience

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Contact Details:
A to Z Computers Ltd.
Tel: 056 7712918
Contact: Martin Walsh

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