Unified Communications Support Engineer / Administrator (Junior) – Microsoft Teams

Job Title: Unified Communications Support Engineer / Administrator (Junior) – Microsoft Teams

Location: Dublin 8, Ireland (Hybrid working Model - Minimum of 2 days per week Onsite)

Start Date: 09th October 2026

Contract Duration: 12 Months with further extension.

Role Overview

The Department is seeking to appoint a Unified Communications Support Engineer / Administrator (Junior) to join the Microsoft 365 Implementation Unit within the Unified Communications Team.

The successful candidate will provide Level 2 technical support for the Department's Microsoft 365 collaboration environment, with particular emphasis on Microsoft Teams, Unified Communications technologies, Mobile Voice & Data Services, and Mobile Device Management (MDM).

Working within a highly collaborative technical team, the successful candidate will be responsible for supporting users, resolving incidents, administering Microsoft Teams, maintaining service availability, and contributing to the ongoing improvement of the Department's communications platforms.

Mandatory Requirements (Pass / Fail): Candidates MUST meet ALL of the following:

ü Experience: It is a mandatory requirement, that the resources proposed have junior level experience, with a minimum of 3 years’ working in an ICT Helpdesk Support role.

ü Availability: Must be available to start from 09th October 2026.

ü Qualifications: It is a mandatory requirement, that the Resources proposed hold the following qualifications or equivalents:

· Microsoft 365 Certified: Teams Administrator Associate with a focus on Microsoft Teams

· A qualification at Level 6, or higher, on the National Framework of Qualifications (NFQ) in computing OR

· Previous experience in an ICT Helpdesk Support Role and relevant industry recognised qualifications. (Comp TIA A+ or ITIL V4)

ü English Language Proficiency (MANDATORY):

· Native English speaker OR

· CEFR C2 Proficiency/Mastery (or equivalent)

· If there is no certificate, fluency will be assessed at presentation stage

Requirements

Key Deliverable: The following non-exhaustive list of Key Deliverables are applicable to these roles:

· Troubleshoot/diagnose customer technical issues and offering resolution.

· Effectively support customers.

· Update and Management of Service Desk management console.

· Provide efficient and acceptable turnaround to customers Service Requests and Incidents Reports.

· Support colleagues, and peers including Technical and Customer Services through documentation, coaching and knowledge sharing.

· Excellent communication and interpersonal skills

· Troubleshooting meetings, calling, and chat issues

· Escalating complex issues to Level 3 / Microsoft where required

· Ownership of tickets through to resolution

· Monitor and manage ticket queues to ensure SLA adherence

· Identify recurring issues and raise for problem management

· Proactively and effectively support the service, to include:

· Teams Client/Server configuration, support and administration, including support of hardware and services

· Account management and queue administration

· Maintain platform stability and availability.

· Performance improvement and service enhancements

· Service security management to include patch and update management to help mitigate risks to service quality.

· Capacity management for servers and applications – measure and assess platform capacity to meet future scalability of systems to ensure minimal downtime through predictable action.

· Support of technical management and administration functions, including documentation to maintain accurate and appropriate records of all services and resources.

· Involvement in Problem and Change management processes including working with the technical teams to facilitate successful testing and introduction of new products to the platform. To make certain that system modifications and services changes are identified, documented, and supported before action.

· Ensure compliance, security, and governance for Teams.

· To undertake ad hoc tasks from time to time as directed

· The role also requires collaborating with other administrators and stakeholders to ensure compliance, security, and governance for Teams.

· Support colleagues, and peers including Technical and Customer Services through documentation, coaching and knowledge sharing.

· Provide training and support for Teams users and administrators.

· Manage teams, channels, chats, and apps in Teams, including creating and deleting teams and channels, managing team membership and settings, configuring chat policies and settings, and deploying and managing apps.

Key Experience/Competencies/Skillsets: The following Experience/Competencies/Skillsets are applicable to this Role.

· End-User Support (Level 1/2 Experience) and escalation procedures Experience working in an IT support environment, managing incidents and service requests, and troubleshooting user issues to resolution

· Microsoft Teams Administration & Support

Practical experience supporting or administering Microsoft Teams, including users, policies, meetings, and basic troubleshooting

· Microsoft 365 Knowledge (Core Services)

Working knowledge of Microsoft 365 services such as Entra ID (Azure AD), Exchange Online, and the Microsoft 365 Admin Centre.

· Problem Solving & Troubleshooting Skills

Ability to diagnose issues logically, follow structured troubleshooting steps, and escalate appropriately when required.

· Communication & Documentation Skills

Ability to clearly communicate with non-technical users and maintain accurate documentation, knowledge articles, and procedures.