Senior Technical Support Specialist

_____________________________________________________________________

Ornua is a leading dairy co-operative which sells premium dairy products globally on behalf of its Member Co-operatives, Ireland’s dairy processors and, in turn, Irish dairy farmers. 

Ornua has revenues of €3.4 billion and is supported by a global team of approximately 2,800 employees. The Group operates as a commercial organisation across 10 business units, including 12 production facilities located in Europe, North America, the Middle East and Africa. 

The commercial organisation is responsible for the marketing and sales of Ornua’s consumer brands including Ireland’s most successful food export: Kerrygold. Consumer markets are served by production facilities in Ireland, Germany and the UK and by in-market Sales & Marketing Teams in Asia, Germany, Ireland, MEA, Poland, Spain, rest of Europe and North and Latin America. 

It also manages the procurement of Irish and non-Irish dairy products, the sale of dairy ingredients to food manufacturing and foodservice customers globally, and the implementation of de-risking and trading strategies to manage market volatility. These activities are supported by production facilities and in-market teams in Europe, North America, the Middle East and Africa. 

WHY THIS ROLE IS VALUABLE: 

We are seeking a highly capable Senior Technical Support Specialist to play a key role in the ongoing support and stability of our corporate IT environment, based at our headquarters in Dublin. This is a hands-on, senior-level role within the Service Delivery team, providing advanced technical support, acting as an escalation point, and helping ensure a high-quality end-user experience across the organisation.

You will work closely with on-site IT support teams in Dublin and collaborate with distributed support teams across Europe and the United States, supporting both local and remote users. The role requires strong technical expertise, sound judgment, and the ability to troubleshoot and resolve complex issues across end-user computing, collaboration platforms, and core corporate systems.

As a senior member of the Global Service Delivery Team, you will contribute to service improvement initiatives, mentor junior team members, and work in alignment with ITIL-based service management practices. This role is well suited to someone who is customer-focused, proactive, and comfortable operating in a fast-paced, global IT environment while maintaining a strong on-site presence at Ornua headquarters.

KEY AREAS OF RESPONSIBILITY:

Incident Management & Service Request Management

• Provide Level 2 / senior technical support for end‑user incidents and service requests in line with ITIL 4 Incident Management and Service Request Management practices.
• Act as a senior escalation point for complex issues across end‑user devices, Microsoft 365 applications, and collaboration services.
• Log, triage, update, and resolve tickets using the ServiceNow ITSM platform, maintaining high data quality and audit-ready records.

Microsoft 365 & Modern Workplace Services

• Deliver advanced support for Microsoft 365 E5 productivity services, including Outlook, Teams, OneDrive, SharePoint, Microsoft Teams Rooms and Office applications.
• Support device and access-related issues within Intune-managed and Azure AD / Entra ID environments, within defined operational boundaries.

End‑User Device & On‑Site Support

• Provide on‑site technical support at Dublin HQ and remote support to users across Europe and the United States, where necessary.
• Support laptops, peripherals, printers, mobile devices, and collaboration hardware throughout their lifecycle.
• Perform onboarding and offboarding activities i.e. joiner and leaver process, including device provisioning, configuration, and decommissioning end user devices.

ServiceNow Platform & Service Operations

• Use ServiceNow as the system of record for incidents, service requests, problems, tasks, and knowledge articles.
• Support continuous improvement of ServiceNow workflows, categorisation, knowledge usage, and reporting accuracy.
• Adhere to defined SLA, OLA, and KPI targets, contributing to improved service performance and user satisfaction.

Supplier & Microsoft Unified Support Engagement

• Engage with Microsoft Unified Support for advanced troubleshooting, escalation, and technical guidance.
• Coordinate vendor interactions, share diagnostics and logs, and track escalations through to resolution in line with Supplier Management practices.

Information Security & Access Support

• Support end-user issues relating to security and access controls within the M365 E5 ecosystem (e.g. MFA, Conditional Access, endpoint protection), in alignment with organisational security policies.
• Escalate security-related incidents or anomalies appropriately to IT Security Team.

Knowledge Management & Continual Improvement

• Create, update, and maintain knowledge articles, SOPs, and troubleshooting guides within ServiceNow Knowledge Management.
• Share expertise and best practices to improve first-contact resolution and overall service maturity.
• Identify opportunities for Continual Improvement, feeding insights into service reviews and improvement initiatives.

Stakeholder Engagement & User Experience

• Deliver a consistent, professional, and customer-focused user experience, including VIP and executive-level support.
• Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.
• Act as a role model for service excellence, ownership, and accountability across the Service Delivery function.

KEY REQUIREMENTS: 

• A bachelor’s degree in information technology, Computer Science, or a related discipline is desirable, with equivalent experience considered.
• 5+ years’ experience in a Senior IT Support / Service Delivery role within an enterprise environment
• Strong hands-on support experience with Microsoft 365 (E5) including Outlook, Teams, OneDrive, SharePoint, and Office apps
• Proven experience supporting Teams Rooms, Windows 10/11, end‑user devices (Laptops, MS Surface, Desktop and mobile devices)
• A good understanding of an enterprise technical environment (LAN/WAN/Wi-Fi/Data Networks/Networking) Client-Server Environment.
• Practical experience working in an ITIL 4‑aligned service operation covering Incident, Request, and Problem Management
• Working knowledge of ServiceNow ITSM (incident, request, problem, knowledge management) is desirable
• Experience managing escalations and working with Microsoft Unified Support and third‑party vendors
• Exposure to Intune and Azure AD / Entra ID (identity, access, device management), Active Directory Troubleshooting, DHCP and DNS Service
• Understanding of cloud technology (Azure)
• Excellent troubleshooting, communication, and customer‑facing skills, including VIP / executive support
• Ability to work across global teams and support users in multiple time zones
• Excellent communication and documentation skills, with the ability to translate technical concepts into clear operational processes, team guidance, and user‑facing materials.
• Certifications:
  • ITIL Foundation certification is desirable but not essential
  • Relevant certifications such as Microsoft 365 Endpoint Administrator (MD‑102) and/or ServiceNow Certified System Administrator (CSA) is desirable but not essential.
• Closing Date: Monday 8th June 2026

Accessibility at Ornua

Ornua is committed to creating an inclusive and accessible workplace. We will make every effort to provide for any reasonable accessibility needs you may have during your employment with us. If you require accommodations at any stage of the recruitment process or in your role, please let us know — we’re here to support you.