IT Support Engineer

HEAnet Office IT · Dublin 1, Leinster
Department HEAnet Office IT
Employment Type Full-Time
Minimum Experience Experienced

HEAnet –IT Support Engineer

HEAnet is Ireland’s National Research and Education Network, providing internet connectivity and ICT shared services across all levels of the Irish education system, reaching 1,000,000 end users. We connect learners and researchers across all of Ireland to education resources and to fellow national educational and research networks in Europe, and the rest of the world. We are looking for an IT Support Engineer to join our Office IT team.

What the Office IT Team does:

The Office IT team handles the support and maintenance of internal IT and telephony systems and services used by staff in HEAnet and our sister company EduCampus Services.  The team provides remote access, equipment, file and print services as well as the supporting the IT needs of individual business units.

The team has recently adopted Microsoft 365 and is in the process of adopting more of the services available through it.  The team also provides the on-premise IT and audio-visual equipment needs including Windows Servers, laptops & desktops using macOS and Windows, desk phones, office Wi-Fi and office network equipment.

The IT Support Engineer is responsible for support and maintenance across the full range of services managed by the Team as well as undertaking related project work.

This role is based in Dublin 1; however we have a hybrid working framework in place which will allow you to do some work from home and some work from the office, if you choose to do so. On different days of the week any team member may be working from home, so we keep in touch using instant messaging, video conferencing and other communication tools.

How we do it

Our company values underpin how we do things in HEAnet. We believe in and live by our values and understand they are integral to making HEAnet a great place to work.

image                       image                    image                  image                image                 image

Positive                 Future                Empowered         Enjoy It            Equality &          We Share

Impact                  Focused               Decision                                       Fairness 



For further information about who we are and our core values, see

What you get from us

We value knowledge sharing and communication. You will have regular meetings with your team. You will also have a 1:1 meeting every week with your manager. We have regular presentations from anyone in the company on a wide range of topics from technical demos to project management to mental health.

We promote a healthy work/life balance. Work outside of standard hours is rare and agreed in advance. We take the care of our team members mental health seriously.

Company Benefits

  • Annual performance management system
  • Professional education support
  • Comprehensive group and individual training & development initiatives
  • On-going well-being initiatives
  • Health insurance for employees
  • Defined contribution pension scheme
  • Flexible start/finish times
  • Working from home
  • Employee Assistance Programme (EAP)
  • Taxsaver Ticket scheme
  • Cycle to Work scheme

What we need from you

  • At least one (1) year’s experience of providing support for Windows and macOS desktop and laptop users with a wide variety of skill levels both at desk-side and on a remote basis
  • Ability to logically troubleshoot and evaluate technical issues, and ability to demonstrate troubleshooting skills
  • Previous experience of Microsoft 365 including maintaining and supporting Office applications, Microsoft Exchange Online, SharePoint, OneDrive, Teams and with Intune/EndPoint Manager/Defender for managing device and application security
  • Experience in maintaining servers including planning and undertaking scheduled maintenance upgrades
  • Supporting and maintaining backup, anti-virus solutions and other office hardware including multi-function printers and VOIP phones
  • Previous experience of procuring, configuring and disposal of IT equipment
  • Proven ability to work within clearly defined SLAs
  • Experience creating and maintaining technical documentation including writing knowledge base articles for frequently occurring issues
  • Excellent interpersonal skills and good time management
  • Ability to work both individually and in a team, with a friendly and collaborative approach
  • Strong customer focus and a desire to provide outstanding support and service
  • Excellent verbal and written communication skills are essential
  • Desire to increase and share knowledge

Bonus points

We don’t need you to have experience in the following areas, but if you did it could be beneficial.

  • Managing your own project work and handling stakeholders
  • Microsoft Power Platform (Powers Apps, Power Automate and PowerBI)
  • Microsoft 365 Security and Compliance
  • Azure AD Domain Services and Enterprise Application registration
  • Experience with maintaining a Microsoft Hyper-V environment
  • Windows or Linux command-line skills including using PowerShell to maintain the Microsoft 365 environment
  • Wireless networking, network switches and firewalls
  • Azure virtual machines
  • CompTIA, Microsoft Certified Professional or completion of any Office 365/Microsoft 365 Certification or exams

More important information

At HEAnet we celebrate diversity and understand how important it is to our ongoing success.  We would like to hear from candidates who are great at what they do and whose values align with ours.

If you need any adjustments made to the application or selection process so you can do your best, please let us know.


HEAnet are delighted to be awarded with the ‘Best in Health and Wellbeing 2021’ through the InBusiness awards from Chambers Ireland and shortlisted as medium company of the year 2021 through the Ibec Keep Well Mark. We take pride in developing, maintaining and enhancing our culture of wellbeing and continue to focus on this into 2022 and beyond.

Thank You

Your application was submitted successfully.

  • Location
    Dublin 1, Leinster
  • Department
    HEAnet Office IT
  • Employment Type
  • Minimum Experience