Systems Engineer (L2) – Service Desk

About the role

The Systems Engineer (L2) will be the first point of contact for clients contacting the Service Desk, delivering comprehensive technical support and ensuring seamless operation of client environments. You will provide excellent customer service, troubleshoot a wide range of IT issues, and manage tickets through ServiceNow or similar tools.

Key responsibilities

• Respond to client inquiries via phone, live chat, or email and log tickets accurately.
• Troubleshoot and resolve issues across Windows, macOS, Linux desktops, and mobile devices.
• Support Windows Server services including Active Directory, DNS, and DHCP.
• Administer Microsoft 365, Intune, Azure, and virtualization platforms (Citrix, VMware, Hyper‑V).
• Manage antivirus alerts (Sophos, SentinelOne, CrowdStrike) and print‑server problems.
• Follow incident assessment, escalation, and after‑hours support procedures.

Required profile

• Excellent customer‑service orientation with strong oral and written communication skills.
• Ability to multitask, prioritize tickets, and work both autonomously and collaboratively.
• Attention to detail in ticket logging and adherence to ITIL‑based processes.
• Resilience under pressure and a proactive, problem‑solving attitude.

Required skills

• Windows 10/11, macOS, Linux desktop operating systems.
• Windows Server, Active Directory, DNS, DHCP.
• Microsoft 365 Admin Center, Intune, Azure.
• Virtualization: Citrix, VMware, Hyper‑V.
• ServiceNow (or comparable case‑management tool).
• Antivirus solutions: Sophos, SentinelOne, CrowdStrike.
• Print‑server and queue troubleshooting.
• Mobile device configuration for Apple, Android, and Windows phones.
• ITIL best‑practice knowledge and Microsoft AZ900/MS900 certifications.

What we offer

• Competitive remuneration with training and certification bonuses.
• Culture Awards, all‑expenses‑paid “Brennan Daredevils” trip for top performers.
• Vibrant social activities, discounted hardware/software, and a learning‑focused environment.