Deskside Engineer L2

About the Role

This position is fully onsite in Dublin 11 and requires working directly at the client site. The Deskside Engineer L2 will closely collaborate with both end-users and the broader IT team to resolve technical issues effectively while maintaining high standards of service delivery. The role demands playing a vital part in delivering excellent customer service and upholding the quality of technical support that the client expects.

Key Responsibilities

• Act as the primary contact for the Service/Deskside Support team in operational, technical, and client meetings regarding service delivery.
• Provide management with regular updates and weekly reports highlighting team progress, service metrics, ongoing issues, and improvement areas.
• Analyze Jira tickets consistently to detect recurring incidents, common service requests, trends, and root causes; drive continuous improvements aimed at raising first-contact resolution and reducing ticket volumes.
• Manage customer incidents and requests, ensuring accurate logging, tracking, and timely resolution within Jira, while maintaining a high level of service quality.
• Troubleshoot a wide range of IT problems using strong technical knowledge; collaborate with Level 2 and Level 3 teams for complex issues and maintain ownership of Priority 3 and 4 incidents.
• Deliver professional, customer-focused communication through multiple channels including phone, email, Jira, and face-to-face interactions, managing customer expectations effectively.
• Contribute to the knowledge base by documenting common issues, resolutions, and best practices, keeping content current to help teams resolve problems efficiently.
• Identify and escalate potential major incidents promptly, supporting swift resolution of high-priority issues in line with service levels.
• Maintain rigorous ticket management standards ensuring tickets are categorized, assigned, and progressed within agreed timelines and SLAs.

Required Experience and Skills

• At least 4 years of deskside support experience, particularly supporting Microsoft Windows 10 and 11 environments.
• Hands-on experience providing desktop and end-user support across diverse hardware and software platforms.
• Good understanding of networking basics including TCP/IP, LAN, WLAN, Wi-Fi connectivity, DNS, DHCP, and general network troubleshooting.
• Proficiency in Microsoft Office and Microsoft 365 applications.
• Ability to efficiently diagnose and fix issues related to desktop hardware, software, and connectivity.
• Knowledge of network topology, structured cabling, and related troubleshooting techniques.

Essential Skills

• Desktop support for Windows 10 and 11.
• Solid networking knowledge including TCP/IP and Wi-Fi.
• Experience with Microsoft Office suite.
• Familiarity with core infrastructure components such as Active Directory, Office 365, and VMware.
• Strong problem-solving and troubleshooting capabilities.
• Attention to detail and experience in helpdesk and deskside environments.

Desirable Attributes

• ITIL certification is advantageous.
• Excellent communication, teamwork, and interpersonal skills.
• Post-secondary education is a plus but not mandatory.
• Commitment to continuous learning and innovative support solutions.
• Customer-oriented approach in communication with both internal and external stakeholders.
• Ability to manage busy periods, meet deadlines, and remain motivated.
• Integrity, goal orientation, and sensitivity to timelines are important personal qualities.
• Experience with ITIL support disciplines is beneficial.

About Auxilion

Auxilion recognizes that work is a significant part of life, occupying a third of our time. They foster a workplace environment that encourages career development and values people growth. The company's competitive edge lies in supporting clients throughout their journeys. Team members are passionate about their roles, culture, and values. Auxilion offers roles across various fields with opportunities for meaningful impact and personal advancement.