IT End User Support Engineer

Bristow Holland are looking for an IT End User Support Engineer to join an exciting IT Team based in Maynooth. Reporting to the IT Manager, you will support the operational environments that include core infrastructure, business applications, and end user services.

In this role you will work closely with all IT teams in the business and deal with a varied workload, supporting business as usual activities, implementing improvements, developing solutions and contributing to diverse projects.

Key Responsibilities:

• Operational Management: Support the delivery of end user services, including M365, thin clients, printers, desktop OS & patching, end user management & access control, file & data management, voice services & UCaaS, and business applications.
• Collaboration & Incident Resolution: Work closely with other IT teams and 3rd party partners to implement changes and resolve incidents efficiently. Maintain accurate and timely communication on progress.
• Knowledge Management: Contribute to and create knowledge base articles, manage asset inventories, and support major incident and problem management processes.
• Service Improvement: Develop and document processes and procedures, implement approved solutions following change processes, and contribute to continuous service improvement initiatives.

Required Skills & Qualifications:

• Strong understanding of the Microsoft 365 suite (both web and client versions).
• Experience in supporting and managing IP telephony systems and remote shared desktop environments.
• Proficiency with industry-standard applications, such as Active Directory, Exchange, MDM solutions, and deployment tools.
• Expertise in troubleshooting local desktop hardware, software, printers, scanners, and network equipment.
• Operational experience in problem investigation, workarounds, permanent fixes, root cause analysis, and Information Security Incident management.
• Solid knowledge of change management, including accurate and safe planning and implementation.
• Proven ability to manage project-related activities, capture knowledge for operational teams, and create work packages.
• Experience in Disaster Recovery/BCP scenarios.
• ITIL Foundation Certificate in IT Service Management or equivalent knowledge (desirable).