About Teckro

We founded Teckro to simplify and modernize clinical trials. In fact, thousands of clinical trial investigators and research site staff rely on Teckro to make the most informed decisions for their patients.

That’s where you come in.

We’re offering you a role with purpose. Your contribution at Teckro will lead to faster, safer and more efficient clinical trials. Quality of life will be improved. In the end, lives will be saved.

Could you be our newest Teckronaut?

What you’ll Do:

The IT Support Analyst (Level 1) provides first-level technical support to remote and office-based employees via the Service Desk. This role serves as the first point of contact for incidents and service requests and is responsible for initial triage, diagnosis, resolution, documentation, and escalation in accordance with established processes and service level agreements (SLAs).

This is a hybrid role based in Dublin, Ireland. A minimum of 3 days per week is required in the Dublin office (preferred in-office days: Tuesday–Thursday), and no after-hours or on-call support is required. IT Support covers end-user computing and workplace technology in a macOS-only environment, including Mac laptops/desktops, standard applications (e.g., Microsoft 365), printers and peripherals, phones, connectivity, and other IT-related services and equipment. The role also supports routine maintenance, monitoring, and administrative tasks; assists with small adds, moves, and changes; and participates in team projects as assigned. Light local travel within Ireland may be required, primarily to Limerick.

Key Responsibilities:

Monitor the Service Desk ticket queue and respond to user requests via chat/IM, email, phone, or in person in accordance with established SLAs.
Troubleshoot and resolve common hardware, software, and connectivity issues; escalate incidents when additional support is required.
Identify and escalate situations requiring urgent attention (e.g., outages, security-related issues) per procedure.
Route requests to the appropriate internal team or vendor when needed and track ownership through resolution.
Use available knowledge resources to research issues and provide accurate, timely answers.
Guide users on appropriate next steps, including temporary workarounds when applicable.
Document all incidents, requests, troubleshooting steps, and outcomes in the ticketing system per established procedures.
Support device enrolment, setup, and basic troubleshooting using MDM (Mosyle); Jamf familiarity is a plus as transferable MDM experience.
Monitor and follow up on open issues to ensure timely resolution and clear user communication.
Support user access and account requests as assigned (e.g., onboarding, role changes, and offboarding) in accordance with access management processes.
Prepare regular activity updates and basic reporting as requested by the team.
Stay current on system changes, standard procedures, and knowledge base updates.
Participate in project and team initiatives as assigned.
Handle company information responsibly by maintaining confidentiality and following applicable policies and guidelines.
Provide excellent customer service and contribute to a positive end-user experience.
Perform other duties as assigned.

Experience/Qualifications Required:

1+ year of experience in an IT Support/Help Desk or Service Desk environment (or equivalent hands-on experience).
Working knowledge of macOS and Apple hardware in a Mac-only environment; ability to troubleshoot common end-user issues.
Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive/SharePoint) and common business applications.
Basic understanding of networking concepts (Wi‑Fi, VPN, DNS, IP addressing) and troubleshooting connectivity issues.
Experience using an IT ticketing system to document and track work.
Strong customer service and communication skills (written and verbal).
Ability to prioritize tasks, manage time effectively, and work with minimal supervision.
IT Help Desk / Service Desk: 1 year
macOS support: 1 year
Strong interpersonal skills and a team-oriented approach.
Analytical troubleshooting skills with attention to detail.
Ability to communicate technical information clearly to non-technical audiences.
Ability to remain calm, professional, and responsive in a fast-paced support environment.

Nice to Have:

Experience with Apple device management tools (e.g., Mosyle). Jamf experience is also valued as transferable MDM experience.
Experience with Jira Service Management (or similar service desk/ticketing tools) is a plus.
Familiarity with identity and access systems (e.g., Active Directory / Microsoft Entra ID) and MFA concepts.
Experience supporting printers, conferencing/AV, and mobile devices.
IT certifications (e.g., CompTIA A+, Apple Certified Support Professional) or relevant coursework.

Location and Travel:

(Dublin)

Hybrid role - Dublin City Centre, Ireland, currently this is set to 2-3 days per week onsite.
Our Dublin City Centre offices are located less than 3 mins for Pearse St Dart Station and beside the Alex Hotel, making it accessible for all major transport.
We also offer flexible start/ end times, allowing your schedule to suit your lifestyle
Note: Regrettably we cannot offer work permit sponsorship for this role To be considered, you must currently be based in Ireland and already hold the necessary legal permissions to work here.

Teckro Benefits:

25 days holidays, entitlement increases with length of service
Pension, available immediately upon joining Teckro
Healthcare
Life Insurance
Share Options
50% Maternity leave pay after capped length of service
Paid Paternity leave scheme
Bike to Work/ Tax Saver Scheme
Gym/Wellness Allowance
Sports and Social Club

We are always looking for amazing people to join our growing team. If you are curious, passionate and motivated, then we want to talk to you!

By submitting your application, you agree that Teckro may collect your personal data for recruiting and related purposes. Teckro's Recruitment Privacy Statement explains what personal information Teckro may process, where Teckro may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Teckro’s use of your personal information.

IT Support Analyst (Level 1)

Benefits

Job Description