Desktop Support Engineer

Desktop and Site Support Engineer

Job Type: Permanent

Location: Teleperformance Ireland Eastpoint Business Park Fairview (Onsite)

Hours: -37.5 Hours per week.

This role operates on a 24/7 support model. The successful candidate will participate in a rotating shift roster, covering days, evenings, nights, weekends, and public holidays to ensure continuous IT service availability.

About us

Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population.

We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work® in various countries, including the UK, and was included in Forbes’ 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Global’s Global Best Employers™ Program.

We are an equal opportunities employer and we welcome applications from all suitably qualified persons.

About the Role

As a Desktop Support Engineer, you will provide desktop support to company employees, both on-site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults including email, telephony systems and associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely.

General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role.

Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion.

Duties

• Provide day‑to‑day desktop and site IT support to employees, resolving hardware, software, and connectivity issues

• Deliver Tier 1 / Tier 2 support for end‑user devices and applications in line with SLAs and operational targets

• Install, configure, maintain, and upgrade desktop/laptop hardware, operating systems, and enterprise applications

• Support network connectivity including LAN, Wi‑Fi, and basic troubleshooting of network-related issues

• Assist with voice and contact‑centre technologies, including headsets, phones, cabling, and related software

• Diagnose faults through user interaction, perform troubleshooting, and escalate issues where required

• Support device provisioning, onboarding, and offboarding activities

• Maintain accurate records of incidents, requests, and assets using ITSM tools

• Perform break/fix support, repairs, and equipment replacements as required

• Support remote and on‑site users across distributed locations

• Participate in out‑of‑hours and on‑call support as part of a rotating roster

• Follow security, compliance, and IT procedures, contributing to audits and risk reduction

• Provide a high level of customer service, ensuring minimal disruption to business operations

• Contribute to continuous improvement, documentation, and knowledge sharing within the IT team

Requirements

• Permission to work in Ireland

• Experience in a Desktop Support / IT Support role within an enterprise environment

• Ability to support Windows 11 and Chrome OS end‑user devices

• Hands-on experience with Windows Autopilot and modern device provisioning

• Working knowledge of Microsoft Intune for device enrolment, policies, and application deployment

• Experience with Microsoft Entra ID (Azure AD) and Active Directory user and device management

• Familiar with Google suite products at end user and L1 capacity

• Ability to troubleshoot MFA, Conditional Access, and authentication issues

• Experience supporting VDI platforms (e.g. Azure Virtual Desktop, Citrix, VMware)

• Strong hardware and peripheral troubleshooting skills (laptops, docks, monitors, headsets)

• Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Ability to diagnose network connectivity issues (Wi‑Fi, LAN, VPN)

• Familiarity with endpoint security and anti‑virus tools, with a security‑first mindset

• Experience using ITSM tools such as ServiceNow

• Strong customer service, communication, and problem‑solving skills

• Ability to work in SLA‑driven, high‑volume support environments

Skills and Experience (advantageous)

• Support for Windows 11 and Chrome OS enterprise environments

• Experience with Windows Autopilot enrolment and zero‑touch device provisioning

• Endpoint management using Microsoft Intune (device enrolment, policies, app deployment)

• Identity and access management with Microsoft Entra ID (Azure AD) and Active Directory (on‑prem & hybrid)

• MFA and Conditional Access troubleshooting

• Experience supporting VDI solutions (e.g., Azure Virtual Desktop, Citrix, VMware)

• Strong hardware and peripheral support (laptops, desktops, docks, monitors, headsets)

• Experience with endpoint security and anti‑virus solutions (security-first mindset)

• Troubleshooting network connectivity issues (LAN, Wi‑Fi, VPN, DNS/DHCP basics)

• Support for Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Experience with Endpoint Management tools such as Tanium

• Proficiency with ServiceNow or similar ITSM tools (incident, request, asset management)

• Working knowledge of ITIL and ISO 27001-aligned processes

• Ability to provide remote and on-site user support using remote access tools

• Strong troubleshooting, customer service, and communication skills

• Ability to work in SLA/KPI-driven, high‑volume support environments