The Opportunity

We are looking for an experienced IT Support Engineer who can provide dependable Level 2 support while helping WaterWipes make practical, effective use of AI across the business.

You will take ownership of technical issues across our Microsoft environment, support colleagues working in different functions and locations, and help turn emerging AI tools into useful solutions. This will include building and supporting AI agents, improving how colleagues use prompting, and helping teams identify where AI can genuinely make their work better.

You will join a collaborative IT team supporting a global business and a live manufacturing environment. The role is hands-on, varied and suited to someone who enjoys solving problems, learning quickly and making things work.

What You’ll Be Accountable For

• Own and resolve Level 2 incidents, service requests and technical problems from initial diagnosis through to resolution.

• Administer and support Microsoft 365, including Exchange Online, SharePoint, Teams, Copilot and Entra ID.

• Manage devices through Microsoft Intune, including enrolment, compliance and patching.

• Support Windows Server, Active Directory, DNS, DHCP and Microsoft Azure services.

• Troubleshoot application, network, VPN, Wi-Fi, hardware and software issues.

• Support technology used in our manufacturing environment, including shop-floor terminals, scanners and label-printing solutions.

• Build, deploy and share practical AI agents and connectors using Microsoft tools, Claude and related platforms.

• Coach colleagues on effective prompting and the responsible use of approved AI tools.

• Work with Finance and other business teams to understand their requirements and turn them into secure, workable solutions.

• Create clear technical documentation and knowledge content that improves first-time resolution.

• Share knowledge with first-line colleagues and contribute to infrastructure, security, automation and technology-improvement projects.

• Participate in the agreed out-of-hours support rota.

Who This Role Is For

This role is for someone with at least three years’ experience in Level 2 or second-line IT support who is comfortable taking ownership rather than simply passing issues on.

You will have strong experience working in a Microsoft-focused environment, including Microsoft 365 administration, Active Directory and modern device management. You should also understand networking fundamentals and be confident diagnosing application, hardware and connectivity issues.

Importantly, you will already have hands-on experience using AI in a business setting. This could include creating or supporting AI agents, writing effective prompts, building connectors or helping colleagues adopt tools such as Microsoft Copilot or Claude.

A bachelor’s degree in Information Technology, Computer Science or a related discipline is required for this role.

Experience in any of the following would add value:

• Microsoft Azure, including virtual machines, storage, identity and backup.

• AI functionality within SharePoint or Excel.

• Building reusable agents or connectors for other users.

• Delivering technology training or supporting user adoption.

• Supporting a manufacturing, FMCG or other operational environment.

• SAP support, particularly printing, interface or S/4HANA issues.

• ITIL-aligned incident, problem and change processes.

• Relevant Microsoft, ITIL or AI certifications.

What Will Make You Successful Here

You take ownership and remain accountable until the issue is resolved.

You approach problems in a structured way, gather the right information and know when to make a decision or escalate. You can balance planned work with urgent support requirements without losing focus or leaving people without an update.

You are curious about AI, but practical in how you use it. You can listen to a stakeholder’s problem, challenge the requirement where needed and turn it into a useful, secure solution.

You communicate clearly with technical and non-technical colleagues. You are approachable, open to learning and comfortable sharing what you know.

In your first 90 days, success will mean becoming effective across our core IT support environment, building credibility with key stakeholders and beginning to deliver useful AI guidance, agents or solutions.

Why Join WaterWipes

You will have the opportunity to shape how AI is used within WaterWipes while remaining close to the technology and day-to-day needs of the business.

This role offers breadth. You will work across user support, applications, infrastructure, networking, security, workplace technology and AI enablement rather than being limited to one narrow area.

Our IT structure is collaborative and hands-on. For the right person, this is an opportunity to build trusted relationships across the business, expand your scope and become a key internal point of contact for practical AI adoption.

Location & Practicalities

The role is based in Drogheda, Co. Louth, with a hybrid working model.

You will normally be expected on site two to three days each week. As this role supports physical technology and a live manufacturing environment, additional on-site support will be required at times.

You must also be available to participate in the agreed out-of-hours support rota.

Call to Action

If you are an experienced Level 2 IT Support Engineer who can combine strong Microsoft support capability with practical, hands-on AI experience, we would like to hear from you.

Apply with your CV and tell us about the AI tools, agents or solutions you have created, supported or helped others to adopt.