engineering
Posted May 19IT Service Desk Engineer
at LaunchDarkly
IrelandOn-site
Responsibilities
- Own support tickets from intake through resolution, including triage, root-cause investigation, communication of status, documentation of actions taken, and timely handoff or escalation when needed. •
- Diagnose issues of diverse scope by evaluating identifiable factors, gathering relevant information, and selecting practical solutions based on precedent, judgment, and user impact. •
- Support identity and access management processes, including provisioning, deprovisioning, access changes, and troubleshooting authentication or permissions issues in accordance with company policies and security requirements. •
- Create, maintain, and improve internal documentation, knowledge base articles, troubleshooting guides, and repeatable operating procedures so employees and teammates can resolve common issues more efficiently. •
- Identify recurring incidents or service gaps, recommend improvements, and help implement changes that reduce friction, improve reliability, and strengthen the employee experience. •
- Advise employees on effective use of workplace technology in a clear, respectful, and accessible way, adapting communication style to differing audiences as expected of a P3 professional.
Requirements
- experience for employees across the company.
- Demonstrated ability to independently resolve a wide range of IT support issues across laptops, operating systems, endpoint configuration, collaboration tools, SaaS applications, and account access workflows in a business environment. •
- Demonstrated ability to manage a queue of support requests, prioritize effectively, document work clearly, and follow issues through to resolution while maintaining a high standard of customer service. •
- Working knowledge of identity and access management concepts such as account provisioning, group-based access, SSO , MFA , and permissions troubleshooting. •
- Experience supporting macOS and/or Windows environments, common productivity and collaboration platforms, and standard endpoint support processes. •
- Ability to communicate technical concepts, status updates, and recommendations clearly to employees and stakeholders with different levels of technical familiarity. •
- Ability to build effective working relationships with internal partners and maintain a calm, respectful, and solutions-oriented approach during support interactions. •
- experience with a Bachelor’s degree, or equivalent work experience. About You: •
Experience
- Ability to handle sensitive systems and employee information with sound judgment and appropriate confidentiality. • 5+ years of related
Contact
- To do so, contact People Ops at hr@launchdarkly.com .
- Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @ launchdarkly.com email addresses or via LinkedIn from "Verified Recruiter" accounts.
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Additional details
- You’ll solve a broad range of technical issues across devices, identity and access, collaboration tools, and business applications, while serving as a trusted partner who helps teams stay productive and secure.
- Beyond day-to-day support, you’ll play a key role in improving how IT operates by identifying trends, strengthening documentation, and helping build scalable support processes that elevate the employee experience. Responsibilities: •
- Provide day-to-day service desk support for employees in region and across the broader organization, including troubleshooting hardware, operating systems, collaboration platforms, SaaS applications, access issues, and common workplace technology problems. •
- Partner with Security, People Operations, Finance, Workplace, and other internal teams to coordinate onboarding, offboarding, access requests, device logistics, and issue resolution. •
- Contribute to operational readiness for office or remote support needs in region, including inventory accuracy, asset lifecycle support, and local coordination for employee technology needs. •
- Ability to investigate technical issues by gathering facts, identifying patterns, evaluating options, and choosing an appropriate path forward when information is incomplete. •
- You are customer-focused and approach employee support with empathy, clarity, and follow-through. •
- You communicate in a direct and respectful way, especially when helping someone who may be frustrated or unfamiliar with the technology involved. •
- You are organized and reliable in managing multiple requests, documenting your work, and meeting agreed timelines. •
- You look for patterns in recurring issues and take action to improve tools, documentation, or workflows rather than solving the same problem repeatedly. •