IT Resident Engineer

WE’RE HIRING: L2 DESKTOP SUPPORT ENGINEER – IRELAND!

Excis is a global IT support organization with 6,000+ certified technicians operating across 190+ countries, providing multilingual 24/7 support to leading international clients.

We are looking for a motivated and experienced L2 Desktop Support Engineer to join our team in Ireland. This is an excellent opportunity for an experienced IT professional within Excis who is looking to strengthen their desktop support expertise, take on greater responsibility, and develop their career within a global IT environment.

Role Summary

The L2 Desktop Support Engineer will provide day-to-day local and remote desktop support, handling inbound calls, troubleshooting hardware, software, and application issues, and documenting all troubleshooting steps and resolutions in a ticketing system.

The role will also provide break/fix, fault diagnosis, and resolution across desktop environments, operating systems, approved applications, and peripheral equipment while ensuring timely communication and adherence to service levels.

What You'll Do

• Provide first and second-level contact and problem resolution for customer issues
• Provide day-to-day local and remote desktop support
• Receive inbound calls, answer customer questions, troubleshoot issues, and document resolutions in the ticketing system
• Provide break/fix, fault diagnosis, and resolution for desktop-related issues
• Provide timely communication to customers regarding issue status and resolution
• Maintain accurate and up-to-date ticket information for all reported incidents
• Install, upgrade, support, and troubleshoot Windows operating systems and Microsoft Office
• Support Cisco Jabber and other authorized desktop applications
• Provide basic support for Mac operating systems and Apple PCs
• Install, upgrade, support, and troubleshoot printers and computer hardware
• Perform general preventative maintenance on computers, laptops, and printers
• Perform remedial repairs on desktops, laptops, printers, and authorized peripheral equipment
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues
• Provide basic IT support across networks, servers, Audio/Visual, smart devices, and telecommunications
• Work with third-party vendors to remediate complex AV issues when required
• Engage supervisors and managers to support operational consistency across shifts
• Work effectively in a project-based environment, demonstrating flexibility and teamwork
• Perform other duties as assigned

What You'll Need

• 2–3 years of experience in Windows desktop support
• Bachelor’s Degree or equivalent qualification in Computer Science or a related field
• CompTIA A+, Microsoft Certified Professional (MCP), or better
• Hands-on experience with Windows 7–10
• Knowledge of Microsoft Active Directory and Group Policy (GPO)
• Experience with Microsoft Office 365
• Experience with PC hardware installation and troubleshooting
• Knowledge of enterprise anti-virus solutions
• Experience using helpdesk/ticketing systems
• Knowledge of mobile device management, including iOS and Android devices
• Familiarity with enterprise encryption solutions
• Experience with Windows PC/laptop management through Active Directory
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to multi-task, prioritize effectively, and meet SLAs
• Excellent communication, relationship-building, and internal customer service skills
• Adaptable and flexible in a fast-changing industry and work environment
• Willingness to work off-hours and weekends when required for projects or emergency support

Why Join Us?

Take the next step in your career with Excis and strengthen your expertise in enterprise desktop support. This role provides hands-on exposure to Windows environments, Microsoft applications, Active Directory, hardware troubleshooting, mobile devices, and a broad range of IT technologies.

You’ll have the opportunity to work in a global IT environment, collaborate with technical teams and third-party vendors, and contribute to reliable and consistent IT support for customers.

Interested? Apply now or reach out to the internal recruitment team for more information.

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better

• Individual must have good customer facing skills and be well presented.
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.

• Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment