The Role

OVERVIEW

The IT Department supports a wide range of technologies across the organization, ensuring systems operate efficiently and securely. The Level 1 Support Engineer provides first-line technical support to both internal users and clients, while assisting in the maintenance of day-to-day IT operations. This role involves troubleshooting basic technical issues, supporting users with IT-related queries, and escalating more complex problems to higher-level support when required.

RESPONSIBILITIES / KEY PERFORMANCE INDICATORS

A successful Level 1 Support Engineer is customer-focused, detail-oriented, and motivated to continuously develop their technical skills. The ideal candidate will have at least one year of experience in an IT support or helpdesk environment and possess a solid foundational understanding of common IT systems used in business settings.
This role requires strong communication and problem-solving skills, with the ability to troubleshoot technical issues efficiently and provide effective user support. The candidate must also be able to work collaboratively with other members of the IT team to ensure timely resolution of issues and the smooth operation of IT services across the organization.

RESPONSIBILITIES / KEY PERFORMANCE INDICATORS
Provide first-line technical support to internal users and clients for hardware, software, and network-related issues.

Respond to and resolve IT support requests through the helpdesk system in a timely and professional manner.
Troubleshoot and diagnose basic technical problems across desktops, laptops, mobile devices, and common business applications.
Escalate complex or unresolved issues to Level 2/Level 3 support or relevant teams when required.
Assist with the setup, configuration, and deployment of user devices, including desktops, laptops, and peripherals.
Support user account management tasks such as password resets, account creation, and access permissions.
Maintain accurate documentation of support requests, troubleshooting steps, and resolutions within the helpdesk system.
Assist with routine IT maintenance tasks to ensure systems remain secure, updated, and operational.
Provide clear and effective communication to users regarding issue status, solutions, and IT best practices.
Collaborate with other members of the IT team to ensure efficient service delivery and continuous improvement of IT support processes.
Contribute to maintaining a high level of customer satisfaction through professional, courteous, and responsive support.
Demonstrate a proactive approach to learning new technologies and improving technical knowledge.

DUTIES AND RESPONSIBILITIES

User Support

Respond to IT support requests via phone, email, or the ticketing system in a timely and professional manner.
Troubleshoot and resolve basic hardware, software, and connectivity issues.
Provide remote and on-site technical support to internal users as required.
Assist with password resets, user account setup, and management of access permissions.
Escalate complex or unresolved technical issues to Level 2 support or senior IT staff when necessary.

System & Device Support

Install, configure, and maintain desktops, laptops, and peripheral devices.
Assist with software installations, updates, and system configuration across user devices.
Perform basic troubleshooting on operating systems and standard business applications.
Support device inventory management and maintain accurate asset tracking records.

Network & Security Support

Assist with basic network troubleshooting, including connectivity and device-related issues.
Support the maintenance of endpoint security tools such as antivirus and device protection software.
Ensure systems are kept up to date with required patches and security updates.
Follow organizational IT security policies and report any potential security risks or incidents.

Documentation & IT Operations

Log all support requests, troubleshooting steps, and resolutions in the ticketing system.
Maintain documentation for common issues, solutions, and support procedures.
Assist with onboarding new employees by setting up devices, accounts, and required system access.
Support routine IT maintenance activities and contribute to small internal IT projects.

EXPERIENCE

Minimum of 1 year’s experience in an IT support, helpdesk, or similar technical support role.
Basic understanding of Windows operating systems and desktop support environments.
Familiarity with Active Directory user management and Microsoft 365 administration.
Foundational knowledge of networking concepts, including IP addressing, DNS, and connectivity troubleshooting.
Experience supporting hardware devices such as laptops, desktops, printers, and other peripherals.

Your profile

PERSON SPECIFICATION

Strong problem-solving and technical troubleshooting skills.
Good communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
Strong attention to detail and a willingness to learn and develop new technical skills.
Ability to work both independently and collaboratively as part of a team.
Positive attitude and a strong interest in developing a long-term career in IT.

Why us?

Why us?

Flexible and Hybrid Working
21 days annual leave plus a day off on your birthday plus a treat day! Company closure days at Christmas and early finish on Bank Holiday Fridays
A company culture that promotes work-life balance
Family-focused benefits including paid maternity and paternity leave as well as maternity phase back program, fertility treatment supports and paid pregnancy loss leave
Paid health insurance for you and your dependents under 18 including Access to mental health and well-being programs
Christmas Voucher
Social events
Professional financial advice; employer contributory pension and life assurance
24/7 access to professional development through LinkedIn Learning along with career progression and mentoring
The opportunity to work across a huge range of clients within so many different categories from sport, retail, food and drink, to alcohol, insurance, banking and so much more
Make a difference by joining our D&I, CSR, Green, Social or Great Place to Work committees; you’ll get an extra days leave for your efforts.
And lots more …

Salary Range

33000 - 44000 DOE

About us

Core is Ireland's largest marketing communications company with over 400 people working across the key areas of marketing communications - research, data science, strategy, planning, creative development and implementation. We are now a collective of nine practices, working towards a single purpose - to expand the possibilities of what brands can achieve. At Core, we believe that change can move us forward and compel us towards new possibilities. Our wonderful people are at the centre of our success. It is essential that we keep building a high-trust working environment that supports our people and enables them to flourish. There is no magic formula for becoming a great place to work. Instead, it involves working together, through constant change, to match the personal dreams and ambitions of our people with the aspirations of the organisation.

Over the years, we have cemented our position as a great place to work, with 2025 being voted 8 Best Large Workplace in Ireland. Additionally, we are recognised as a Best Workplace for Women, and Best Workplace for Health & Wellbeing. 2025 was our best year yet, and we're excited to have you join us and our continued success.

IT Support Engineer Level 1

Benefits

Job Description