Job Title: IT End User Support Specialist
Location: Dublin and regional remote offices
Job Type: Contract (12 Months)
Work Type: On-site and regional remote
Role Type: Technical / IT Support

Overview of Role
Our client requires an IT End User Support Specialist which will be a dynamic, customer-focused member of the IT Help support team, responsible for delivering 1st and 2nd Level workplace support to end users across Dublin and regional offices. This role will focus on enabling users to make effective use of workplace tools, solving issues promptly, and contributing to a high-quality support environment in line with company standards.​

Role & Responsibilities:

• Respond to support requests in a timely manner, prioritise incidents, monitor progress, and escalate when necessary.​
• Provide guidance and 'light' training to users to improve system/product utilisation.​
• Diagnose and resolve problems using creative thinking when standard solutions are not available.​
• Document incidents and resolutions accurately, monitor tickets, and supply diagnostic data for error analysis.​
• Ensure IT Help service coverage during designated service hours.​
• Test, install, and deploy workplace products and implement upgrades.​
• Support events, including video conferences, meetings, and forums.​
• Maintain IT inventory and the knowledge database.​
• Assist with local rollouts of new software and access administration per policy.​
• Perform user administration and support for software, access rights, and device configuration.​

Skills, Qualifications & Experience

• Advanced knowledge of Windows 10/11 (Physical and Virtual PCs), and iOS.​
• Strong local/remote support experience with MS Office 365 and Intune.​
• Familiarity with Azure/Active Directory for account and device administration.​
• Proficiency in video conference support, especially Teams.​
• Working knowledge of remote access and network security technologies.​
• Experience with Service-Desk ticketing and asset management tools.​
• Financial services (insurance, banking, hedge funds) experience is an advantage.​
• Excellent interpersonal, analytical, and communication skills.​
• Demonstrated problem-solving, organisational skills, urgency management, and stress resilience.​
• Strong teamwork abilities and cross-cultural sensitivity.​
• Quick grasp of organisational structures; interest in technology trends.​
• Willingness to work shifts or defined schedules.​
• Proven track record of timely completion of assigned work.​

Experience

• First and second level user support, troubleshooting hardware/software/access issues.​
• Delivering user training and developing documentation for system use.​
• Supporting events, VC systems, and technical rollouts.​
• Asset management and inventory control.​
• Documentation and incident analysis within IT support environments.​
• Experience in finance, insurance, or banking environments advantageous.​

Education & Certifications

• ITIL Foundation Certification considered a plus.​
• Relevant IT Certifications (Microsoft, Azure, etc.) preferred.​

Visa

• Irish/EU Citizen or Stamp 4 Visa holder.

About Us
As Ireland's largest IT Solutions Provider with a growing global footprint, ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, showcasing our team's dedication and expertise.