Engineering Services Support Engineer

Who you are

• Experience in a service desk, desktop support or IT support environment, with a good understanding of ticket ownership and support processes
• Strong, hands-on Windows 11 & MacOS troubleshooting skills
• A genuine interest in developing skills in DevOps tools and automation
• A structured approach to problem-solving and the analytical skills to work from symptoms and evidence to a clear next step
• Good understanding of network foundations and strong grasp of core networking technologies
• Confidence working with physical hardware as well as software
• Excellent communication skills, sound judgement and a genuine sense of ownership for the people and services you support
• A self-driven, highly organised approach, with the ability to prioritise competing demands, spot what needs attention and take action without requiring close supervision
• Practical experience supporting Linux
• Comfort with SSH, command-line tools or interpreting logs
• General scripting or automation experience
• Experience with development kits, embedded devices, test labs or specialist technical hardware
• Good general knowledge of software-development workflows and applications used by development teams
• A working understanding of DevOps concepts and container tooling, with some familiarity with Docker and/or Kubernetes, would be a strong advantage
• Experience with Jira Service Management, KACE, Qualys, Confluence or comparable tools
• Exposure to endpoint management, software deployment, patch management or vulnerability remediation

What the job involves

• SIE is looking for a practical, curious Engineering Services Support Engineer to become the go-to person for technology support in our growing Dublin office
• You will support a small but growing team - primarily experienced software developers, while working as a fully integrated member of our Bristol-based IT Team
• This role will suit a self-starter who is excited by the autonomy and responsibility of owning a local IT environment while remaining closely connected to an established team in Bristol
• The opportunity: This is broader than a traditional desktop-support role. Alongside first- and second-line support, you will help maintain business-critical development kits, keep the local IT environment organised
• Own the full range of first and second-line support for Dublin colleagues, taking issues from first contact through to resolution and keeping people informed throughout
• Support Windows 11 & Mac OS devices and applications, with opportunities to use and grow your Linux knowledge
• Manage incidents and requests in the service desk, keeping tickets accurate, prioritised and moving through to a clear resolution
• Set up equipment for new starters, manage device lifecycle, moves and changes, troubleshoot hardware and peripherals, and maintain accurate asset records
• Build trusted relationships with a technically experienced developer community and translate complex issues into clear, useful updates
• Maintain and organise our development kits, including tracking their location and status, managing the physical layout, completing approved firmware updates and fulfilling developer requests
• Use SSH and diagnostic tools to connect to devices and help investigate issues across both hardware and software
• Use device management solutions for client and patch management and vulnerability-management activities, investigating exceptions and helping ensure remediation work is completed and evidenced
• Create and update process documentation, troubleshooting guidance and knowledge articles in Confluence
• Work closely with colleagues in Bristol, escalating third-line issues to the Infrastructure team while retaining ownership and helping with the wider service desk queue when needed
• This is a role for an experienced Engineering Services Support Engineer who is comfortable taking ownership of the day-to-day IT environment in our Dublin office
• As part of a smaller office, the role remains hands-on and includes first-line support alongside more complex troubleshooting, service improvement and coordination with the Bristol team
• You will be resourceful, self-driven and highly organised, able to manage competing priorities independently and see issues through to resolution. You will enjoy the autonomy and responsibility of owning the local environment, keeping it reliable and well organised, and identifying practical opportunities to improve it