IT Support Engineer (Tier 2)

Overview

Viatel Technology Group is a complete Digital Services provider. We provide fully managed security, networking, cloud and communications services to servicing a wide range of clients across a variety of business sectors. Our Culture ensures a work environment where everyone can contribute equally and reach their full potential. Our System Services Team are tasked with providing first\-class support and consultation services for our tier\-1 customers helping said achieve their full ICT potential through the power of technology. We are seeking an individual to join this team, an individual who is highly motivated with a demonstrated ability to work on a variety of technologies, across a wide spectrum of customers, as well as learning new skills and procedures along the way.

Our Values

• Customers Love our Service


• Excellence is our Mantra


• Trust is our Force Multiplier


• We Care Deeply

Key Responsibilities

• Manage tickets (incidents and service requests) assigned and ensuring high quality service with prompt response and engagement with the customer.


• Resolve incidents following the incident management process within agreed SLA timeframes.


• Fulfil service requests following the service request management process within the agreed SLA timeframes.


• Provide technical support covering a broad range of ICT services and technologies including user endpoint device support, on premises \& Cloud infrastructure, Microsoft 365 Email, Data backup solutions, security solutions (e.g., MS Defender, Sophos) and networks.


• Assist in resolving incidents with engagement with internal IT teams and 3rd party providers.


• Promote, develop, and maintain a positive experience to the customers.


• Ad\-hoc Remote and Internal Project work.


• Additional projects as required such as preparing system and user documentation and testing.


• Participate as a key technical resource in the resolution of major incidents.


• Comply, maintain, and promote information security in Viatel.


• Build strong and valued customer relationships with assigned customers.


• Understand customer priorities and ensuring services delivered are aligned accordingly.


• Ensure services deliver high levels of customer satisfaction and quality.


• Identify service improvement opportunities and proactively recommend enhancements.


• Develop and instil a positive, collaborative and customer\-focused culture.


• Coach and support other Service Desk Engineers.


• Assist in evaluating new technologies, services and processes.


• Maintain and extend technical certification

Technical Requirements \& Experience
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• Minimum of 2\-3 years’ experience in a similar role.


• Relevant experience and/or certification in:

+ Desktop Services

• Windows OS, Microsoft 365 Desktop Services


• Anti\-Virus Services (MS Defender, Sophos)

+ Cloud Services

• Microsoft Azure


• Microsoft 365 – Intune, Entra ID, Defender, SharePoint, Teams

+ Virtualisation

• Azure Virtual Desktop, VMware, vSphere

+ Compute, Storage \& Networking Infrastructure

• HPE / Dell


• Firewalls, Access Points, Switches (FortiGate, SonicWALL, Sophos)


• Windows Server

+ Data Protection

• Azure Backup/DPM, Azure Site Recovery


• Commvault, Veeam


• ITIL Certified – or relevant experience.


• Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.


• Knowledge of cybersecurity frameworks and compliance standards.

General Requirements:

• Ideally previous experience in a service desk in an ICT Managed Services (MSP) environment.


• Focused on delivering exceptional technical support service.


• Demonstrable experience in delivering technical support services meeting SLA/KPI objectives.


• Ability to manage multiple customers and priorities simultaneously.


• Experienced in managing and improving technical services.


• Good knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools \& security best practices.


• Strong communication and client\-facing skills with a customer\-first mindset.


• Excellent troubleshooting and analytical skills.


• Highly organised with strong attention to detail.


• Proactive and improvement oriented.


• Professional, approachable and supportive mentor.


• Strong communication, interpersonal skills and ability to lead by example.


• High level of flexibility, enthusiastic, willingness to learn and develop.


• Willingness to travel, if required.

What we offer:

• 23 days annual leave


• Health Insurance Contribution


• Pension (company matched up to 5%)


• Cycle to Work


• Discounted Broadband


• Income Protection


• Maternity/Paternity Benefit


• Flexi Days during summer months

Closing Date
03/07/2026

Location
Limerick OR Dublin

Department
IT Support

Job Title
IT Support Engineer (Tier 2\)

Experience
2\-3 yrs

City
Dublin or Limerick

Country
Ireland

This listing is from indeed. View original listing ↗