Job Position: I.T Workplace & Infrastructure Engineer

Reporting to: Head – Enterprise Architecture & Infrastructure

Department: I.T.

Job Summary

The Workplace Support Lead is responsible for leading and delivering second-line (Level 2) IT support across the organization, with a primary focus on end-user workplace environments and network connectivity.

The role ensures the stability, security, and continuous optimization of the complete workplace ecosystem—including end-user devices, local and wide-area networks (LAN/WAN), Wi-Fi, and telephony services. Acting as the bridge between first-line support and engineering and architecture teams, the role drives continuous improvement while ensuring that documentation, processes, and operational standards are consistently maintained and followed.

This position requires a proactive leader who takes ownership, acts on their own initiative, and fosters a strong collaboration with first-line teams. The role is accountable for enhancing the end-user experience while maintaining and improving workplace security metrics.

Key Responsibilities

Level 2 Support Leadership - Lead and coordinate second-line support activities for workplace services and act as a primary escalation point for complex incidents from first-line teams. Ensures timely resolution of issues in line with SLAs and operational priorities and provides technical guidance to first-line support teams.

Workplace Environment Ownership - Own and manage the end-user workplace ecosystem to ensure consistent performance, usability, and reliability across all the workplace services. Maintain the security posture of the workplace environment in line with corporate standards and lead the lifecycle management of IT assets, including inventory control, deployment, configuration, upgrades, and disposal. Drive continuous improvement in end-user experience and service quality.

Infrastructure, Network & Telephony Support - Support and maintain the networking infrastructure, including LAN, WAN, Wi-Fi and telephony. Monitor performance, identify issues, and proactively address potential disruptions. Support infrastructure changes, upgrades, and deployments in coordination with engineering and architecture teams.

Documentation and Compliance – Own and enforce documentation, ensuring all procedures, configurations are up to date, and consistently followed by first-line teams. Drive standardization of processes and foster a strong culture of knowledge sharing and continuous improvement.

Accountabilities:

Effective leadership of Level 2 support operations
Ensure timely resolution of end-user IT issues within pre-defined SLAs.
Maintain accurate asset records and ensure proper lifecycle management.
Secure and compliant workplace environment
Provide a positive and professional support experience to all users.

Qualifications

Education - Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.

Experience -5 years in IT support or systems administration, preferably in a large corporate or insurance environment.

Certifications - ITIL Foundation, MCSA, CCNA

Skills - Strong troubleshooting skills across Windows devices and services. Solid understanding of Microsoft 365, endpoint management, Networking (LAN/WAN/Wi-Fi) and telephony systems. Experience with scripting and automation is considered an asset. Proactive mindset with excellent communication and customer service skills.

Salary Bracket - € 30K - € 40K.

Benefits

+ Flexible working hours

+ Richmond Foundation Sessions

+ Gym in Premises

+ Birthday Leave

+ Health Insurance

+ Life Insurance

+ Personal Accident Insurance

+ Canteen Allowance

+ Transport Allowance

+ Longer Maternity / Paternal leave

+ Children Sick Leave

+ Pension Plan Incentive

+ Active Ageing Incentive

+ Study / Exam Leave

+ Sports and Cultural Leave

+ Sponsorship for Training

+ Canteen Facility

+ Medical Services

+ VDU Testing

+ StaA Discounts

+ Performance Bonus

+ Compassionate Transfer of Leave Scheme

I.T Workplace & Infrastructure Engineer

Job Description