1st/2nd Line Support Engineer

Limerick  ‐ Remote
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Technical Support Software Applications Field Service Management Operational Systems Desktop Computing Microsoft Desktop Optimization Pack Web Browsers Incident Management Information Technology Operations Maintenance Network Architecture Remote Desktop Services Service Request Management Workstations User Assistance Imaging Peripherals Laptops Technical Acumen Servicenow


1st/2nd Line Support Engineer

1st/2nd Line Support will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software. This position supports a broad range of IT hardware and software.

The selected professional will be responsible for working with end users about the issues related to physical workstations, including laptops, desktops, peripherals, among others. Individual should also be well versed about remote troubleshooting and remote desktop support, Physical hardware inventory etc.

In addition, they will also be responsible for serving in a client-facing role to carry out imaging and deploying desktop equipment, fielding onsite escalations from services desk, supervisor and customer.


Responsible for installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.

Diagnose and resolve various hardware performance issues, make decisions when appropriate related to replacing existing user Workstation equipment and carry out the entire product replacement process, including the removal of existing IT assets as well as the implementation of new IT assets.

Takes responsibility for potential or desired follow-up services or problem escalation.

Should contribute directly to the implementation of new company service solutions, or short projects as per the supervisor's directives.

Manage all IT assets, including tagging in/out existing and new IT assets as they are rolled out to end users.

Ensure the best possible experience when setting up new user equipment, perform the necessary onsite testing to assure existing and/or new employees have access to equipment, applications, and various other technical solutions.

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Ability to be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Dealing with hardware and application support queries and issues reported to the Field Services team

Take ownership and responsibility of an issues from start through to a successful resolution

Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

Ensures that supported customer accurately completes the approved work request with the date and time of submission

Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas

Maintain adequate knowledge of operating systems and application software used to provide a high level of support

Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to other support team members


2 - 5+ years of experience working in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals), troubleshooting and resolving any and all technical issues which require onsite service support.

Knowledge of Incident Management, Service Request management, DEPOT model etc.

Proficiency in Microsoft Desktop OS (domain environment), Desktop application related configurations, troubleshooting etc

Knowledge of standard Microsoft Productivity Applications such as Microsoft Office and Outlook. Familiarity with all major web browsers including Google Chrome and Mozilla Firefox, EDGE and IE etc.

Working knowledge of ServiceNow ticketing tool.

Start date
1 year
Published at
Project ID:
Contract type
100 % remote
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