Service Desk Engineer
Tech that takes you places
We're CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let's go places together.
The Service Desk Engineer acts as the first point of contact for internal users, delivering Tier-1 and Tier-2 support across endpoints, identity management and collaboration tools. The role is responsible for delivering high-quality support services, resolving incidents efficiently, and contributing to a seamless digital employee experience. In addition to day-to-day support, the role offers opportunities to contribute to IT projects, platform improvements, automation initiatives, and technology rollouts across the organisation.
Your Journey starts here!
What you'll do as a Service Desk Engineer
Provide first-line support via phone, chat, email and remote sessions.
Diagnose and resolve endpoint, mobile, AV and peripheral issues.
Run conference meetings and Townhalls
Manage user lifecycle tasks across Entra ID, Microsoft 365, and third-party business platforms.
Provision and manage devices via Intune/Jamf.
Log, update and resolve tickets within SLA targets.
Maintain accurate documentation and runbooks.
Contribute to knowledge base expansion and known-error documentation.
Support IT rollouts, pilots and device refresh programmes.
Support security initiatives and low-risk change processes.
Identify recurring issues, analyse support trends, and recommend proactive improvements to enhance service quality and reduce operational friction
Collaborate with Infrastructure and Security teams on operational and project-based activities
Support and adopt AI-assisted workplace technologies and automation tools to enhance service delivery and operational efficiency
What you'll bring to the team
- A relevant third-level qualification (e.g. in IT, Business, or a related field) or equivalent practical experience in a Service Desk or IT support environment
- ITIL Foundation (desirable)
- CompTIA / Microsoft Fundamentals (desirable)
- 2+ years in IT support or similar role, supporting hybrid and remote workplace environments
- Experience supporting Windows 11 and macOS environments
- Demonstrated experience with identity and device management platforms
- Hands on experience supporting AV, conferencing and modern workplace collaboration technologies
- Experience using ticketing systems
- Strong knowledge of PC hardware and software troubleshooting
- Proficiency in Microsoft Office / Microsoft 365 applications
- Familiarity with AI-assisted productivity tools such as Microsoft Copilot
- Basic networking knowledge, including TCP/IP, DNS, and routing
- Exposure to PowerShell scripting and automation concepts is advantageous
- Knowledge of Salesforce is advantageous but not essential
