Technical Support Engineer – Full Time | Office-based in Enniscorthy, Co. Wexford

Are you a technically minded problem solver who enjoys working directly with customers? Do you thrive in fast-paced environments where delivering an excellent support experience really matters?
Our client, a well-established ICT services and solutions provider, is seeking a Technical Support Engineer to join their Enniscorthy Support Centre, working as part of a specialist Imaging and Print Solutions team.

Join a Legacy of Innovation
With over 40 years of experience delivering high-quality ICT services, our client has built a strong reputation for innovation, reliability, and customer satisfaction. This role offers the opportunity to work in a collaborative, customer-focused support environment where learning, development, and continuous improvement are actively encouraged.
You’ll be part of a knowledgeable support team that plays a vital role in shaping a positive customer experience, supporting business-critical systems, and working with continuously evolving technology.

Role Overview
As a Technical Support Engineer, you will be responsible for providing end-user technical support for a range of software solutions and hardware, with a strong focus on imaging and print technologies. Acting as the first point of contact for customers, you will log, troubleshoot, diagnose, and resolve technical incidents while ensuring clear communication and timely updates throughout the support lifecycle.
This is a primarily office-based role within the Enniscorthy Support Centre, involving extensive interaction with customers, colleagues, and key vendors. Performance in this role is measured against key performance indicators aligned to customer satisfaction, operational excellence, and continuous learning.

Key Responsibilities
Technical Support & Service Delivery

• Act as the first point of contact for end users, logging support calls in line with and/or customer guidelines.
• Troubleshoot, diagnose, and resolve customer incidents across software, hardware, and print environments.
• Carry out initial assessments for customer service requests and manage assigned support tickets.
• Identify, log, investigate, and resolve problem tickets in accordance with agreed procedures.
• Work on a wide range of incidents, including log collection, analysis of user experience, firmware updates, and identifying replacement parts.
• Perform proactive health checks and routine maintenance tasks.
• Complete reactive hardware break-fix calls as assigned.
• Provide clear, timely updates to customers regarding ticket progress and resolution.
• Maintain accurate, detailed records of all actions taken within the service management system.
• Liaise with key third-party vendors where required to support ticket resolution.

• Work proactively and constructively with colleagues across departments.
• Demonstrate strong commercial awareness, considering business impact in all activities.
• Support team goals through collaboration and knowledge sharing.
• Drive personal learning and professional development with the support of the Support Manager.
• Undertake additional duties as reasonably assigned.

• Handle customer and employee personal data in line with Data Protection procedures.
• Comply with all Information Security, Health & Safety, and Environmental Management policies and procedures.

• Prior experience using a service management / ticketing system.
• Exceptional written and verbal communication skills.
• Fluent English.
• Strong attention to detail and a logical, methodical approach to problem-solving.
• Professional, customer-focused attitude with a positive, “can-do” mindset.
• Ability to work independently while contributing effectively within a team environment.
• Genuine interest in technology and a desire to continuously learn.

• Third-level qualification (Ordinary Bachelor’s Degree or higher) in a computer science–related discipline, or equivalent professional experience/certifications.
• At least 1 year’s experience in a customer service–focused technical support role.
• Experience supporting imaging, print, or personal computing environments.
• Industry certifications in Print or Personal Computing (or willingness to achieve within agreed timeframes).
• Full Category B (Manual) driving licence.

• Join a respected ICT organisation with long-term stability and industry expertise.
• Work within a specialised Imaging & Print Solutions team.
• Gain exposure to a wide range of technologies and customers.
• Enjoy a supportive environment focused on learning, development, and career progression.
• Be part of a team that genuinely values customer experience and technical excellence.

• Competitive salary and company pension scheme
• Access to a free financial advice service
• Life assurance and a comprehensive wellness programme 
• Sponsored training and ongoing professional development opportunities
• Regular team-building events and company-wide initiatives
• Flexible lifestyle days and 3 paid volunteer days per year