Job Description

Location

Dublin, Ireland (Onsite – EMEA Support)

The Technical Field Operations Technician – L2 provides advanced onsite and walk-up (Tech Bar) support to end users across EMEA, with a strong focus on macOS environments (~70%) and supporting Windows devices (~30%) This role acts as an escalation point from L1, resolving complex end-user issues while delivering a high-quality, customer-centric support experience.

Key Responsibilities

Tech Bar / Walk-Up Support

• Deliver in-person walk-up support at the Tech Bar, acting as the primary point of contact for onsite users.
• Diagnose and resolve hardware and software issues in real time, with clear communication and ownership.
• Perform device swaps, loaner provisioning, break/fix triage, and basic data recovery.
• Ensure all walk-up interactions are logged accurately in the ticketing system.

L2 Technical Support

• Act as L2 escalation for incidents and service requests from the Service Desk.
• Troubleshoot complex issues across:

macOS (primary) and Windows 10/11

Laptops, peripherals, docks, monitors, printers, and conferencing equipment

• Support Microsoft 365, Teams, Outlook, VPN, Wi-Fi, and identity/access issues (AD / Azure AD).

Field Operations & EMEA Support

• Provide onsite field support for Dublin office and assist with remote coordination across EMEA locations
• Support new hires, leavers, hardware refreshes, IMACD activities, and device lifecycle management.
• Work with logistics and vendors for repairs, warranty cases, and replacements (Apple, Dell, Lenovo).

Collaboration & Escalation

• Work closely with L1 Service Desk, Endpoint, Infrastructure, and Network teams.
• Escalate unresolved or recurring issues to L3 with clear diagnostics and impact details.
• Contribute to problem management and continuous service improvement.

Skills & Experience

Required:

• 3–6 years’ experience in IT Field Support / End-User Services (L2)
• Strong hands-on experience with macOS (JAMF preferred) and Windows environments
• Experience with Microsoft 365, Active Directory / Azure AD, and endpoint management tools.
• Solid understanding of networking basics (DNS, DHCP, Wi-Fi, VPN).
• Proven experience delivering walk-up / Tech Bar support

Soft Skills:

• Customer-focused, professional, and calm under pressure.
• Strong communication and troubleshooting skills.
• Ability to manage multiple issues in a fast-paced onsite environment.

Nice to Have

• Experience supporting EMEA users in a corporate environment.
• ITIL / ITSM experience and familiarity with ServiceNow.
• Apple or Microsoft certifications.

Working Model

• Onsite role with Tech Bar coverage.
• May require occasional support for other EMEA locations and critical incidents.