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IT Support Specialist

IT Support Specialist

IT Support Specialist

Job Category

Technology & IT

Job Industry


Job Location

Mayo, Connacht

Date Opened


Job Description

JWR Employment Specialists are delighted to be recruiting an IT Support Specialist. This role will be based in Co. Mayo.

About the Role:

The IT Support Specialist will respond to escalated IT incidents and service requests. The role will provide solutions in an efficient and effective manner whilst maintaining high levels of professionalism and exceptional customer service. The role will also provide mentoring and support to IT Graduate and IT Support team members.

Role Responsibilities:

  • Ensure agreed team SLAs and KPIs are achieved 
  • Co-ordinate the allocation and resolution of all incidents and service requests in line with agreed timescales ensuring satisfactory resolution 
  • Assist in the generation of cyclical dashboards / reports showing key service metrics and adherence to SLAs 
  • Mentor team members to ensure they have the skills and attitude to deliver exceptional service levels 
  • Maintain and deliver the continuous service improvement plan 
  • Act as second-line support for complex IT incidents/problems reported to the Service Desk 
  • Ensure IT asset management system is up to date and accurate
  • Liaise and escalate strategic 3rd party relationships ensuring the business receives excellent service 
  • Contribute to and advocate the knowledge management system (IT Hub) ensuring all known problems and fixes are updated 
  • Keep up to date with technology and service developments within the industry and make recommendations where appropriate 
  • Provide advice to customers on the best use of IT systems and applications 
  • Ensure policies and procedures are followed throughout the organisation 
  • Lead small projects within the service desk team as required
  • Cover junior team members as required
  • Deputise for the Service Desk Team Lead as required





  • Minimum of 2 years’ experience working in an IT Support Environment
  • Professional certifications (ITIL desirable)
  • Exceptional customer service and communication skills 
  • Leadership and mentoring skills
  • Great understanding of businesses processes and the use of IT within them
  • Ability to set team targets and manage personnel performance 
  • Excellent Analytical and problem-solving capabilities 
  • Ability to follow instructions and work unsupervised 
  • An understanding of ITIL processes and procedures 

Skills & Personal Attributes:

  • A good technical understanding of the following:

o   Networking

o   Laptop, desktop and mobile hardware support

o   Apple hardware (iPhones/MacBooks/iPads)

o   Printers

o   Windows 10

o   Microsoft Office 365

o   Fundamentals of networking

o   Windows Server and Active Directory Services 

  • Experience of cloud services (Azure and/or AWS) 
  • Experience using an IT Service Management Tool 
  • Telecoms administration 
  • Experience using SAP is desired but not essential  

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