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Level 2 Support

  • Job Ref: 8488
  • Dublin
  • IT

An opportunity has opened to join the Information Systems department as a Service Delivery Analyst on a permanent basis. The purpose of the role is to provide a high level of IT Operational tasks & PC support (software & hardware) to all staff in head office and remote offices. This team operates on shifts, one requiring a 6.30am start.


Key Responsibilities

  • IS Operational duties
  • Telephone support
  • 2nd level Desktop remote/desk-side trouble-shooting
  • Microsoft Windows 10 & Office 365 skills essential
  • Software support for over 80 applications
  • Ensure relevant documentation is maintained and procedures followed
  • 100% of all calls are closed within SLA times
  • Professional approachable manner. Proactive at all times
  • Liasing with third party vendors
  • Second line support for escalations from first line IT support team
  • Ensure delivery of key IT projects.
  • Ensure that pipeline of IT tickets are managed in a timely manner.
  • Ensure high availability of IT infrastructure.
  • Participates in the out of hours support on call rota.
  • Implement and deploy new technologies to help deliver on business goals
  • Implementation and support of the company's systems
  • Maintain current and new end user client device integrity, security and virus protection
  • Attend training courses as identified and agreed for appropriate professional development
  • Comply with the Risk and Compliance frameworks, policies and procedures associated with the role


  • Minimum 3-4 years’ experience in a Service Desk role in a Windows environment.
  • A practical experience providing support for Microsoft Windows 10 Desktop’s and Office 365 in an Active Directory environment. This should include:
    • Desktop building & troubleshooting
    • Microsoft Windows 10 skillset
    • Microsoft Office products Exchange administration
    • Financial software packages
    • Printing environment
    • Telephony & UC services
    • AS400/i-series knowledge and Microsoft Certification would be an advantage
    • Azure and Intune
    • Desktop and Server Windows Operating Systems
    • Microsoft Exchange and Office 365
    • End User Device Security, Encryption, Anti-Virus

The candidate must demonstrate:

  • A good aptitude for relevant technologies
  • Excellent troubleshooting skills
  • Good interpersonal & communication skills to provide support in a professional manner
  • Be able to work on own initiative & demonstrate proactive ownership of tasks and issues with a defined SLA
  • Self-motivated with good judgement, organisational and time management skills
  • An ability to follow established processes & procedures and define new ones when appropriate
  • Attention to detail
  • Good team working capability
  • Dedicated and flexible work attitude



  • Relevant 3rd Level IT qualification

Added advantage:

  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certification