Senior Technical Support Specialist

Fenergo

. Act as the primary escalation point for complex Corporate IT issues .

Posted 11/6/2026full-timeDublin • IrelandSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong hands-on experience in IT Operations and Corporate IT support, with expertise in Microsoft 365, Active Directory, and endpoint management. Capable of leading technical responses to incidents, improving operational processes, and ensuring compliance with security requirements.

Highest-signal resume keywords

Microsoft 365 AdministrationActive Directory ManagementIncident Response CoordinationRoot Cause AnalysisIT Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingEndpoint ManagementScriptingAutomationPatchingVulnerability RemediationCompliance SupportTechnical DocumentationService OwnershipOperational Process Improvement

Soft Skills

Customer-Focused ApproachStrong Organisational SkillsClear CommunicationMentoringSound Judgement

Tools & Technologies

Microsoft IntuneMicrosoft Entra IDJira Service ManagementPowerShellMicrosoft Power AutomateN8nSaaS Management PlatformsMonitoring ToolsBackup and Disaster Recovery TestingAudiovisual Systems

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Corporate IT SupportEnd-User ComputingService Health MonitoringAccess ControlsMulti-Factor AuthenticationSingle Sign-OnIncident ManagementChange ManagementKnowledge ManagementOperational Controls

Tech Stack

Tools & technologies

ITSMMacOS

About the role

Key responsibilities & impact

Act as the primary escalation point for complex Corporate IT issues
Own escalated priority 1 and priority 2 incidents through recovery, stakeholder communication, root cause analysis and follow-up actions
Administer and support Microsoft 365, Active Directory, Microsoft Entra ID, collaboration platforms and Corporate IT SaaS services across global offices
Manage Windows and macOS endpoints using Microsoft Intune and other device management tools, including provisioning, configuration, patching, compliance, troubleshooting and equipment lifecycle activities
Operate identity and access processes, including joiners, movers and leavers, access provisioning, privileged access controls, multi-factor authentication and single sign-on
Monitor service health, alerts and support queues; prioritise work against business impact and service levels
Identify recurring issues and improve monitoring and incident response
Work with Security on vulnerability remediation, endpoint security, phishing investigations and incident response
Maintain operational controls and support audits and compliance activities
Support meeting rooms, boardrooms and audiovisual systems, including executive meetings, company All Hands and customer off-site events
Provide responsive support to senior stakeholders
Implement approved changes and support deployments, migrations and office technology projects
Validate monitoring, security, documentation, recovery arrangements and support handover before services go live
Maintain runbooks, standard operating procedures and knowledge articles
Own agreed operational processes, coach colleagues and help new team members build practical knowledge
Automate repetitive tasks and recommend improvements to tooling and workflows
Coordinate technical issues with vendors, maintain SaaS records and support backup validation, restoration and continuity testing where applicable

Requirements

What you’ll need

Strong hands-on experience in IT Operations, end-user computing or Corporate IT support, with the ability to work independently and take ownership of complex technical issues
Practical administration experience with Microsoft 365, Entra ID, Active Directory and Microsoft Intune, including Windows and macOS endpoint management
Strong troubleshooting and root cause analysis skills across identity, endpoints, collaboration services and networking, with deeper expertise in at least one core technical domain
Experience leading the technical response to major incidents, coordinating recovery and communicating clearly with technical teams, business users and senior stakeholders
Experience applying IT Service Management processes, including incident, request, problem, change and knowledge management, with clear documentation and service ownership
Working knowledge of endpoint security, access controls, patching and vulnerability remediation, alongside the ability to support security and compliance requirements
Experience using scripting or automation to reduce manual work and improve reliability, together with the ability to assess risks and implement changes safely
Evidence of improving operational processes, mentoring colleagues and supporting technology implementations or transitions into ongoing support
Customer-focused approach, sound judgement and strong organisational skills, with the ability to prioritise competing demands calmly and explain technical issues in plain language
Nice to have: Experience with Jira Service Management or a comparable ITSM platform, and ITIL Foundation certification or equivalent practical knowledge
Nice to have: Experience with PowerShell, Microsoft Power Automate or n8n, and applying AI-assisted tools to improve support and operational workflows
Nice to have: Experience supporting a global organisation across multiple time zones, including executive support, meeting room technology and business-critical events
Nice to have: Experience with SaaS management platforms, monitoring and alerting tools, or backup and disaster recovery testing
Participation in an out-of-hours support and escalation rota is required, including planned maintenance and critical operational activities where necessary
Occasional travel to Fenergo offices may be required

Benefits

Comp & perks

Healthcare cover
Company pension contribution
Life assurance/Income protection
Annual leave
3 company closure days
Annual bonus opportunity
Work From Home set-up allowance
Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
Flexible working hours
Work from home policy
Bike to work scheme
Sports and social committee
Buddy system for all new starters
Collaborative working environment
Extensive training programs, classroom and online, through ‘Fenergo University’
Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
Defined training and role tracking to allow you see and assess your own career development and progress
Active sports and social club
State of the art offices in the heart of Dublin’s Docklands with great facilities, canteen and games area