IT Helpdesk Support

About the company

Perigord is a worldwide leader in integrated artwork management systems, artwork creation, and production services for the life sciences sector. The business employs more than 500 specialists and supports 15 of the top 20 pharmaceutical companies, along with over 150 life science organisations, in managing and distributing labelling and packaging assets across the globe.

Patient safety is central to the company’s mission, and innovation, creative problem-solving, and product development are key priorities. The organisation has experienced strong growth and is expected to expand further. In partnership with Tech Mahindra, Perigord is working toward digitally transforming labelling and packaging artwork and aims to become a leading provider of life science and commercial labelling, artwork production, artwork management, and software solutions for major global brands. The company is an equal opportunities employer.

Role overview

An opportunity is available for an IT Helpdesk Support professional to join the growing team in Dublin. The successful candidate should be self-driven, eager to keep learning, and committed to professional development. This role reports to the Global Head of IT and sits within the global IT team.

Key responsibilities

The position involves delivering responsive Level 1 and Level 2 IT support, resolving a wide range of hardware, software, and connectivity issues, and maintaining the smooth operation of the organisation’s technology environment.

Core duties include:

• Providing timely first- and second-line support to end users
• Diagnosing and fixing problems with desktops, laptops, Apple Mac devices, printers, and mobile devices
• Resolving issues involving operating systems, applications, email, and network access
• Managing incoming support tickets and tracking requests through a ticketing platform
• Supporting the deployment, upkeep, upgrade, and administration of PCs, Macs, servers, operating systems, software, and peripherals
• Carrying out daily system checks and confirming the health and availability of hardware, systems, and critical processes
• Reviewing system and application logs for operational issues
• Creating and maintaining IT policies and procedures aligned with best practices
• Configuring and supporting Microsoft 365, Active Directory, DHCP, DNS, GPOs, IIS, and FTP
• Installing, configuring, and maintaining virtual servers using Microsoft Hyper-V
• Executing patching activities and regular system updates
• Following security policies and internal best practices while working with senior colleagues to build capability
• Escalating issues appropriately when needed
• Supporting IT projects as required
• Training users on system usage and self-service methods to reduce repeat issues
• Recommending improvements to make helpdesk operations more efficient and effective

Preferred qualifications and experience

Applicants should have a third-level qualification in computer science, information technology, or a related discipline, along with recent experience in a comparable support role.

The ideal candidate will also bring strong troubleshooting ability for Windows desktops and Apple Mac systems, solid working knowledge of Windows 10/11, macOS, and Windows Server administration, and a practical approach to identifying root causes and proposing fixes.

Additional requirements

• Ability to take ownership of issues and work proactively
• Strong time management skills and the ability to prioritise effectively
• Accountability for seeing issues through to resolution
• Excellent communication and interpersonal skills across all levels of the business
• Capability to propose alternative solutions and improve workflows using experience and innovation
• Comfort with networking protocols such as TCP/IP, DNS, HTTP(S), SMTP, DHCP, VPN, and WiFi
• Experience supporting mobile devices and endpoint management tools such as Microsoft Intune, iOS, and Android
• Strong documentation skills
• Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are beneficial
• Basic programming language knowledge is an added advantage

Work arrangement

Perigord is currently operating a hybrid working model.