IT Support Engineer – Tier 2

As part of viagogo’s global IT team in our Limerick office, you'll work with colleagues worldwide to keep everyone working effectively. Whether responding to incidents or proactively working to build a better platform, your mission is to deliver an IT platform that empowers our end users, not one that gets in the way.

About the team:

We are a collaborative and cooperative team that operates on cutting-edge technology to test and resolve issues within IT solutions that are not widely available. Our commitment to staying on cutting-edge tech ensures that we are always striving for excellence.

One unique aspect of our team is the absence of ego. Any team member can be asked to do anything from prepping office desks to learning and coding complex automation scripts. We actively encourage curiosity and questions regarding why things are done a certain way and welcome recommendations for improvement.

This role requires a hybrid working schedule of 3-day in-office presence at our Limerick, IE office with the two remaining days each week working from home.

What You'll Do:

• Provide IT support to viagogo teams in person, through our technology support tools, or via our ticketing system.

• Maintain an IT equipment inventory, anticipating future needs while avoiding wasted surplus.

• Assist with IT systems onboarding/offboarding, ensuring every new hire hits the ground running and promptly deactivating employees' accounts that leave the organization.

• Keep our corporate environment updated (via Intune) to keep our users and infrastructure secure.

• Leverage AI tools and technologies to streamline workflows and enhance team productivity.

• Administer our productivity and collaboration tools, such as Zoom, Slack, Jira Cloud, Adobe, and Confluence, and help drive employee engagement with them.

• Work collaboratively on projects to further improve our procedures and processes.

• Proactively identify and implement innovative solutions and technologies to enhance IT support services and improve operational efficiency.

• Demonstrate ownership of IT support operations by ensuring prompt resolution of technical issues, maintaining system reliability, and providing proactive solutions to optimize end-user experience and operational continuity.

What You've Done:

• 3-5 years providing IT support to a company with multiple office branches

• Proficiency with PowerShell

• Solid understanding of Active Directory (OUs, Permissions, GPO), Office365, Exchange Online, Zoom, Slack, Jira Cloud, and SharePoint Online

• Experience working with a ticketing platform (Jira Service Mgmt)

• Intermediate-level experience with Microsoft Azure (e.g., Azure AD, PIM, VMs, WVD…)

• Basic understanding of networking (subnets, VLANs) Prior experience managing switches and wireless area networks a plus

• Excellent customer service and communication skills

What We Offer:

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.

• Flexible Time Off: Embrace a healthy work-life balance with unlimited Flex Time Off, allowing you to manage your schedule and recharge as needed.

• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package from Laya Healthcare