End User Support Engineer (ITIL)

TL;DR

End User Support Engineer (ITIL/Intune): Providing technical troubleshooting and acting as the primary escalation point for endpoint issues in Ireland with an accent on endpoint management and service quality. Focus on managing Microsoft Intune, enforcing technical standards, and driving root cause analysis for complex hardware and software incidents.

Location: Must be based in or be able to travel within Ireland (specifically Cork). Requires a full driver's license and pre-existing right to work and travel within the EU.

Company

A global technology provider helping public services, including hospitals, police, and governments, improve operational efficiency through specialized software.

What you will do

• Act as the primary escalation point for complex desktop, hardware, and software issues in Cork.
• Manage endpoint tools, specifically the Microsoft Intune platform, ensuring security hardening and compliance.
• Define and enforce technical standards, procedures, and best practices for end-user support.
• Provide advanced technical support and guidance for VIPs and business-critical users.
• Collaborate with Infrastructure, Security, and Networking teams to resolve cross-platform issues.
• Maintain technical documentation, SOPs, and knowledge base articles within Ivanti ISM.

Requirements

• Degree in IT or equivalent professional experience.
• Significant experience in enterprise desktop/end-user computing support.
• Advanced troubleshooting skills for Windows and macOS environments.
• Experience with endpoint management tools such as Intune, SCCM/MECM, or JAMF.
• Knowledge of ITIL-based service management processes and ITSM tools like Ivanti ISM or ServiceNow.
• Full driver's license and documented right to work within the EU.

Nice to have

• Microsoft, ITIL, or CompTIA certifications.
• Experience with VDI technologies and device lifecycle management.
• Exposure to global enterprise environments and vendor management.

Culture & Benefits

• Matched Rate Pension.
• 25 days holiday plus bank holidays, with the option to buy or sell days.
• Selection of flexible benefits tailored to individual needs.
• Free access to LinkedIn Learning with over 15,000 available courses.