IT Support Specialist

About Keeper Security

Keeper Security is a rapidly expanding cybersecurity software company that protects millions of users and thousands of organizations in over 150 countries. The company pioneers zero-knowledge and zero-trust security solutions, exemplified by its AI-powered, cloud-native KeeperPAM® platform, which safeguards users, devices, and infrastructure against cyber threats with role-based access control and just-in-time permissions. Recognized in Gartner's Magic Quadrant for Privileged Access Management, Keeper helps defend modern enterprises globally.

Job Overview

We are seeking an IT Support Specialist to join our EMEA IT team, providing hands-on Level 1 and Level 2 technical assistance to employees primarily located in the Cork office and across Europe. This role is hybrid and requires permanent residence in Ireland, with the ability to commute to our Cork office. The successful candidate will troubleshoot hardware, software, and network issues, manage devices and accounts, and ensure smooth IT operations.

Key Responsibilities

• Deliver Level 1 and Level 2 IT support across Windows and macOS environments.
• Diagnose and resolve problems related to laptops, peripherals, operating systems, applications, and user access.
• Prepare, configure, and deploy equipment for new staff members.
• Manage onboarding and offboarding processes, including account setup, access modifications, and equipment handling.
• Administer user accounts and permissions using platforms like Google Workspace, Microsoft tools, and other enterprise SaaS applications.
• Maintain accurate records of IT hardware, software assets, and inventory.
• Troubleshoot network connectivity, VPN, Wi-Fi, and basic networking problems.
• Support the Cork office's conference rooms, audiovisual setups, and workplace technologies.
• Document reported issues and their resolutions within the IT ticketing system.
• Escalate complex technical challenges to senior IT, security, or infrastructure teams with comprehensive documentation.
• Assist with endpoint management, software deployment, security patching, and device security enforcement.
• Adhere to IT security policies and data protection standards in support tasks.
• Maintain internal IT documentation, knowledge bases, and standard operating procedures.
• Leverage AI-assisted tools such as Claude and ChatGPT to enhance troubleshooting, documentation, and workflow efficiency.

Required Qualifications and Experience

• Minimum of two years’ experience in IT support, desktop support, or service desk roles.
• Proven ability to support Windows and macOS environments in business contexts.
• Competence in troubleshooting hardware, software, access, and general workplace technology issues.
• Knowledge of Google Workspace, Microsoft platforms, or equivalent enterprise productivity systems.
• Experience provisioning laptops and peripherals for employees.
• Understanding of identity and access management including accounts, groups, and permissions.
• Basic networking knowledge covering TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
• Experience with ticketing systems and documenting technical incidents and solutions.
• Strong analytical skills and effective problem-solving abilities.
• Excellent communication skills catering to technical and non-technical users.
• Ability to juggle multiple support requests and prioritize by urgency and impact.
• Willingness and capability to use AI tools to improve support tasks.
• Must permanently reside in Ireland and be able to commute to the Cork office.

Preferred Skills

• Experience working in SaaS or cybersecurity sectors.
• Familiarity with mobile and endpoint device management platforms.
• Knowledge of onboarding/offboarding workflows for employees.
• Basic exposure to Active Directory, Microsoft Entra ID, or similar identity services.
• Experience supporting office network infrastructure and audiovisual technology.
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications.

Employee Benefits

• Provided onsite lunches.
• Immediate access to private healthcare.
• Pension contributions from day one.
• Paid sick leave.
• Participation in the Bike-to-Work Scheme (for local employees).

Additional Information

Keeper Security is an equal opportunity employer committed to diversity and inclusion. The recruitment process involves careful personal data handling compliant with relevant privacy laws, including data collection on application materials, assessments, background checks (post-offer), and voluntary diversity disclosures. Candidate data retention is limited to 24 months unless extended by consent or employment status. Candidates can exercise their data rights by contacting the company. Hiring decisions are not solely automated.