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Senior Technical Support Specialist
OrnuaSenior Technical Support Specialist at Ornua providing advanced IT support and enhancing service delivery across global teams. Managing incident and service requests while mentoring junior staff in Dublin headquarters.
Tech Stack
Tools & technologiesAzureCloudDNSITSMServiceNow
About the role
Key responsibilities & impact- Provide Level 2 / senior technical support for end‑user incidents and service requests in line with ITIL 4 Incident Management and Service Request Management practices.
- Act as a senior escalation point for complex issues across end‑user devices, Microsoft 365 applications, and collaboration services.
- Log, triage, update, and resolve tickets using the ServiceNow ITSM platform, maintaining high data quality and audit-ready records.
- Deliver advanced support for Microsoft 365 E5 productivity services, including Outlook, Teams, OneDrive, SharePoint, Microsoft Teams Rooms and Office applications.
- Provide on‑site technical support at Dublin HQ and remote support to users across Europe and the United States, where necessary.
- Support laptops, peripherals, printers, mobile devices, and collaboration hardware throughout their lifecycle.
- Perform onboarding and offboarding activities i.e. joiner and leaver process, including device provisioning, configuration, and decommissioning end user devices.
- Use ServiceNow as the system of record for incidents, service requests, problems, tasks, and knowledge articles.
- Support continuous improvement of ServiceNow workflows, categorisation, knowledge usage, and reporting accuracy.
- Adhere to defined SLA, OLA, and KPI targets , contributing to improved service performance and user satisfaction.
- Engage with Microsoft Unified Support for advanced troubleshooting, escalation, and technical guidance.
- Coordinate vendor interactions, share diagnostics and logs, and track escalations through to resolution in line with Supplier Management practices.
- Support end-user issues relating to security and access controls within the M365 E5 ecosystem (e.g. MFA, Conditional Access, endpoint protection), in alignment with organisational security policies.
- Escalate security-related incidents or anomalies appropriately to IT Security Team.
- Create, update, and maintain knowledge articles, SOPs, and troubleshooting guides within ServiceNow Knowledge Management.
- Share expertise and best practices to improve first-contact resolution and overall service maturity.
- Identify opportunities for Continual Improvement , feeding insights into service reviews and improvement initiatives.
- Deliver a consistent, professional, and customer-focused user experience, including VIP and executive-level support .
- Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.
Requirements
What you’ll need- A bachelor’s degree in information technology, Computer Science, or a related discipline is desirable, with equivalent experience considered.
- 5+ years’ experience in a Senior IT Support / Service Delivery role within an enterprise environment
- Strong hands-on support experience with Microsoft 365 (E5) including Outlook, Teams, OneDrive, SharePoint, and Office apps
- Proven experience supporting Teams Rooms, Windows 10/11, end‑user devices (Laptops, MS Surface, Desktop and mobile devices)
- A good understanding of an enterprise technical environment (LAN/WAN/Wi-Fi/Data Networks/Networking)
- Practical experience working in an ITIL 4‑aligned service operation covering Incident, Request, and Problem Management
- Working knowledge of ServiceNow ITSM (incident, request, problem, knowledge management) is desirable
- Experience managing escalations and working with Microsoft Unified Support and third‑party vendors
- Exposure to Intune and Azure AD / Entra ID (identity, access, device management), Active Directory Troubleshooting, DHCP and DNS Service
- Understanding of cloud technology (Azure)
- Excellent troubleshooting, communication, and customer‑facing skills, including VIP / executive support
- Ability to work across global teams and support users in multiple time zones
- Excellent communication and documentation skills, with the ability to translate technical concepts into clear operational processes, team guidance, and user ‑ facing materials.
- Certifications: ITIL Foundation certification is desirable but not essential.
- Relevant certifications such as Microsoft 365 Endpoint Administrator (MD ‑ 102) and/or ServiceNow Certified System Administrator (CSA) is desirable but not essential.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
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Hard Skills & Tools
Microsoft 365 E5ServiceNow ITSMITIL 4Windows 10Windows 11IntuneAzure ADActive DirectoryDHCPDNS
Soft Skills
troubleshootingcommunicationcustomer-facingteam collaborationdocumentationescalation managementfirst-contact resolutioncustomer-focusedprofessionalismcontinuous improvement
Certifications
ITIL FoundationMicrosoft 365 Endpoint Administrator (MD-102)ServiceNow Certified System Administrator (CSA)