IT Support Engineer

Catalyx is seeking an IT Support Engineer to join our team and work on a customer site in Cork.

Who We Are:

Catalyx specializes in the science of operational processes. With a footprint across North America and Europe, the company carefully automates and services R&D, production, packaging, and delivery processes—globally—with a sophisticated blend of products, technologies, and lifecycle services. The company was formed in 2022 after CXV Global (Crest Solutions, Xyntek, and VistaLink) and Panacea Technologies joined forces. For over three decades, Catalyx’s partnership-based culture has helped organizations in production-intense, highly regulated industries optimize their operational efficiency, performance, and safety

The Role:

This position will support stakeholders by providing technical expertise, ensuring system security, and assisting with day-to-day IT operations. The role also includes supporting lab equipment periodic reviews, access management, and first-line troubleshooting, escalating to the CSV/IT teams where needed.

Responsibilities and Tasks:

• Provide technical support to internal customers through phone, email, live chat, and face-to-face interactions in a professional and friendly manner.

• Perform periodic reviews of laboratory equipment, including checking user access levels and audit trails.

• Act as the first point of contact for equipment-related issues, escalating to CSV/IT teams when necessary.

• Manage access requests and maintain appropriate documentation.

• Troubleshoot and diagnose issues across multiple areas, including user support, onboarding, network maintenance, servers, cloud services, and Office 365 administration, both remotely and onsite.

• Monitor and maintain cybersecurity defences, including antivirus solutions, Endpoint Detection and Response (EDR) systems, security event monitoring, patch management, and compliance checks.

• Assist in backup monitoring, disaster recovery testing, and business continuity planning.

• Oversee the registration, maintenance, and lifecycle management of IT hardware and software assets.

• Escalate complex cases to the IT Manager when necessary.

• Contribute to system enhancement projects, automation initiatives, and performance optimizations.

• Provide user training on IT security best practices, company policies, and new technologies.

• Maintain up-to-date IT documentation, including troubleshooting guides and process documentation.

• Collaborate with third-party vendors for IT services, licensing, and support contracts.

Experience and Skills Required:

• A degree in Computer Science, Information Technology, or a related field, or a recognised industry qualification (e.g., Microsoft certifications) is essential.

• Experience providing IT technical support across multiple areas, including user support, onboarding, network maintenance, Office 365 administration, and troubleshooting both on-premise and cloud-based systems.

• Hands-on experience with cloud-based identity management is desirable.

• Experience with ISO 27001 or other security/compliance frameworks is an advantage.

• Familiarity with cybersecurity tools such as Endpoint Detection and Response (EDR), antivirus solutions, and security event monitoring is a plus.

• Strong problem-solving skills with the ability to analyse complex technical issues, identify root causes, and implement effective solutions.

• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Strong documentation skills to support knowledge sharing and IT efficiency.

Why Join Catalyx?

At Catalyx, we understand that our people are our greatest asset. We offer a Total Rewards package, which includes great personal benefits, professional growth opportunities, and a collaborative, innovative working environment.