Service Desk Engineer (Level 2) (ServiceNow)

Location: Dublin, Ireland; hybrid

Company

A technology services provider delivering managed services, AI-driven analytics, cloud solutions, cybersecurity, networking, and digital transformation for enterprise clients.

What you will do

• Deliver L2 desk-side and remote support for hardware, Windows, Microsoft 365, VPN, printers, mobile devices, and business applications.
• Handle escalated incidents and service requests in ServiceNow, maintain detailed ticket records, and meet SLA response and resolution targets.
• Manage user accounts, permissions, group memberships, hardware assignments, software installation, patching, and endpoint security baselines.
• Prepare, deploy, repair, and maintain workplace equipment, including imaging, asset tagging, moves, adds, changes, and stock records.
• Maintain asset registers and produce reports using endpoint sources such as Microsoft Intune and SCCM.
• Provide user training, onboarding and offboarding support, hypercare during rollouts, documentation updates, and L3 escalation coordination.

Requirements

• 5+ years of overall ICT, L2 service desk, desk-side support, or L2 field operations experience, including 2+ recent years in L2 desk-side or field support.
• Hands-on experience supporting clients regionally and globally in high-pressure environments with tight timelines.
• Professional experience with ServiceNow ITSM and understanding of ITSM, SIAM, IaaS, PaaS, and managed service operations.
• Knowledge of endpoint hardware and software, LAN, Wi-Fi, VPN, Windows 10/11, Active Directory, Exchange, Microsoft 365, Intune, storage, backup, antivirus, Defender, VMware, and Citrix.
• Experience with Microsoft Office applications, Teams, Zoom, Slack, managed print services, and reporting or analytics tools such as Excel, Power BI, Tableau, and ServiceNow dashboards.
• Strong troubleshooting, root-cause analysis, prioritization, written communication, stakeholder management, and customer conflict-resolution skills.

Culture & Benefits

• Permanent full-time role with a hybrid work arrangement.
• Work with enterprise clients across financial, pharmaceutical, and public-sector environments.
• Participate in technology migrations, upgrades, service transitions, and continuous service improvement.
• Collaborate with product, process, tools, infrastructure, network, application, and vendor-partner teams.