IT Helpdesk Specialist

At [Employer], we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

IT Helpdesk Specialist, Level 3 Support

Location: Dublin, Ireland

Work arrangement: Hybrid, with at least two days per week in the office

Coverage: EMEA and APAC

About [Employer]

[Employer]’s mission is to make the world more productive. Our all-in-one platform helps teams plan, track, and collaborate in one place. Behind the scenes, our IT team keeps employees equipped, connected, and ready to do their best work.

We’re looking for an experienced IT Helpdesk Specialist to provide hands-on, Level 3 support for employees across EMEA and APAC. You’ll tackle complex technical issues, support our growing office presence, and help us build a secure, AI-forward approach to IT support.

What you’ll do

• Own complex employee support issues from investigation through resolution, knowing when to bring in other IT or Security partners.
• Troubleshoot macOS, hardware, software, connectivity, identity, and access issues for employees in office and remotely.
• Support Apple device deployment and management using Jamf and Apple Business Manager.
• Manage employee access and account changes using Okta and other business applications, following established security practices.
• Help employees with onboarding, offboarding, device setup, and equipment needs.
• Keep tickets, troubleshooting notes, and support documentation clear and useful.
• Look for opportunities to improve support processes and use AI thoughtfully to solve problems and reduce repetitive work.
• Partner with IT, Security, People Operations, and Workplace teams to support employees and offices across the region.

What we’re looking for

• At least 5 years of experience in IT support, helpdesk, service desk, desktop support, or a similar role.
• Strong macOS troubleshooting skills and hands-on experience with Jamf, Okta, and Apple Business Manager.
• Experience investigating and resolving complex support issues with a methodical, service-minded approach.
• A solid understanding of IT fundamentals and basic AI principles, including how to use AI tools responsibly and assess their output.
• A security-first mindset, including care with employee data, device security, identity verification, and access.
• Clear communication and the ability to make technical issues understandable to people with different levels of technical experience.
• Ability to support employees across EMEA and APAC and work from our Dublin office at least two days a week.
• Willingness to travel between Dublin and London as needed, with potential travel to the US or other parts of Europe when business needs require it.

Nice to have

• Experience with Bash, scripting, coding, or automation. You don’t need to be a software engineer: we value practical problem-solving and thoughtful use of AI-assisted tools.
• Experience supporting employees across multiple offices or time zones.

Equal Opportunity Employer

[Employer] is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

[Employer] collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice.

If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

[Employer] Talent Acquisition will only initiate contact via an @[Employer].com email or through our official careers portal on [Employer].com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email removed].

AI Processing Notice

[Employer] may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at [email removed].