About FutureRange
FutureRange is a cybersecurity-first Managed Service Provider, evolving into a Secure Managed Intelligence Provider. We help organisations secure, modernise and transform their IT environments through the convergence of cybersecurity, cloud and AI.
As part of the Mentora Group, with more than 180 professionals across advisory, technology and business services, we combine deep technical capability with broader strategic expertise to support client growth and transformation.
Our AI strategy is built around a clear Protect, Empower, Evolve framework, helping clients adopt AI securely, enable their people to use it effectively and embed it into core business processes as a managed service.
This approach delivers immediate business value while building long-term, AI-driven partnerships across regulated and growth-focused sectors.
About the Role
We are seeking an experienced Service Desk Engineer (Level 1) to join our growing team. The Service Desk Engineer provides first-line service desk support to FutureRange clients and end users. The role is responsible for receiving, logging, triaging, troubleshooting, updating, and resolving incidents and service requests within agreed service levels. The Service Desk Engineer acts as the first point of contact for client users and plays a key role in delivering professional, consistent, and well-documented support experience.
Key Responsibilities
- Respond to incoming support requests primarily by phone, but including email, and ticketing system in a timely, professional, and customer-focused manner.
- Create, review, update, and manage tickets accurately, ensuring all actions, troubleshooting steps, communications, time entries, and next steps are clearly recorded.
- Triage incidents and service requests, assess priority and impact, and attempt a first-time fix where the issue falls within agreed Level 1 support scope.
- Provide basic troubleshooting for end-user devices, Microsoft 365, user accounts, connectivity, printing, standard applications, and other supported technologies.
- Escalate tickets to the appropriate internal team, client contact, or third-party vendor when issues fall outside FR01 scope or decision boundaries.
- Follow customer runbooks, standard operating procedures, security controls, and change approval requirements before making changes to customer environments.
- Maintain clear communication with users, keeping them informed of ticket progress, next actions, expected timelines, and any required input from them.
- Contribute to accurate customer documentation and knowledge base articles by identifying gaps, updating known procedures, and recording useful resolution steps
Skills & Experience
Essential
These core competencies are required by employers to perform daily tasks effectively.
- Customer Service & Empathy: Maintaining a patient, professional, and helpful attitude under pressure.
- Active Listening & Communication: Explaining technical solutions clearly to non-technical users via phone, email, and chat.
- Basic Hardware Troubleshooting: Diagnosing common faults in laptops, desktops, monitors, smartphones, and printers.
- Operating Systems Proficiency: Navigating and troubleshooting core features of Windows 10/11 and macOS.
- Microsoft 365 & Office Support: Handling fundamental queries regarding Outlook, Teams, Word, Excel, and OneDrive.
- Identity & Access Management: Performing password resets and simple account unlocks using Active Directory or Microsoft Entra ID.
- Ticketing Systems & Tools: Logging, tracking, categorizing, and updating incidents within tools – Autotask, IT Glue Datto RMM.
- 1–2 Years Experience: Prior experience in a call centre, retail tech support, or a junior IT placement
Desirable
These skills are not mandatory but will distinguish an applicant from other candidates and accelerate career progression.
- Network Fundamentals: Understanding basic TCP/IP concepts, Wi-Fi configuration, DNS, DHCP, and VPN troubleshooting.
- ITIL v4 Framework Foundation: Understanding standard IT service lifecycle stages, incident categorization, and SLA impacts.
- Industry Certifications: Holding structured credentials such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Endpoint Administrator Associate.
- Endpoint Management Platforms: Experience deploying or managing devices using Microsoft Intune or specialized RMM tools.
- Basic Scripting: Familiarity with PowerShell or Bash to run simple pre-written automation scripts.
Qualifications
- Formal Technical Education: Possessing a Diploma, Degree, or equivalent.
- Apprenticeship: in Computer Science or Information Technology
What We Offer
- Competitive salary and benefits package.
- Opportunity to work with leading-edge security technologies and enterprise clients.
- Career development and certification support.
- Hybrid working model with an office base in Limerick or Cork.
- A collaborative, innovative environment where your expertise makes a real impact.
Next Steps
To express your interest or recommend a potential candidate, please contact:
Email: [email protected]
Confidential discussions are welcome.
