Senior Technical Support Specialist

About us 

At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.  

We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.  

But we don’t stop there.  

At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.   

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.  

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.  

Overview of Role

Join Fenergo's Corporate IT team as a Senior Technical Support Specialist, helping colleagues across our global offices work effectively with reliable, secure technology. You will take a hands-on role in operating and improving our workplace platforms, endpoints, identity services and office technology.

As the team's primary technical escalation point, you will resolve complex incidents, guide other engineers and take ownership of operational processes and standards. Working with Infrastructure, Security and IT Delivery, you will support technology changes and ensure new services are ready for day-to-day support. This role offers scope to improve the employee technology experience through practical automation, better tooling and knowledge sharing.

Main Responsibilities

• Act as the primary escalation point for complex Corporate IT issues. Own escalated priority 1 and priority 2 incidents through recovery, stakeholder communication, root cause analysis and follow-up actions.
• Administer and support Microsoft 365, Active Directory, Microsoft Entra ID, collaboration platforms and Corporate IT SaaS services, maintaining reliable services across global offices.
• Manage Windows and macOS endpoints using Microsoft Intune and other device management tools, covering provisioning, configuration, patching, compliance, troubleshooting and equipment lifecycle activities.
• Operate identity and access processes, including joiners, movers and leavers, access provisioning, privileged access controls, multi-factor authentication and single sign-on.
• Monitor service health, alerts and support queues. Prioritise work against business impact and service levels, identify recurring issues and improve monitoring and incident response.
• Work with Security on vulnerability remediation, endpoint security, phishing investigations and incident response. Maintain operational controls and support audits and compliance activities.
• Support meeting rooms, boardrooms and audiovisual systems, including executive meetings, company All Hands and customer off-site events. Provide responsive support to senior stakeholders.
• Implement approved changes and support deployments, migrations and office technology projects. Validate monitoring, security, documentation, recovery arrangements and support handover before services go live.
• Maintain runbooks, standard operating procedures and knowledge articles. Own agreed operational processes, coach colleagues and help new team members build practical knowledge.
• Automate repetitive tasks and recommend improvements to tooling and workflows. Coordinate technical issues with vendors, maintain SaaS records and support backup validation, restoration and continuity testing where applicable.

Requirements

• Strong hands-on experience in IT Operations, end-user computing or Corporate IT support, with the ability to work independently and take ownership of complex technical issues.
• Practical administration experience with Microsoft 365, Entra ID, Active Directory and Microsoft Intune, including Windows and macOS endpoint management.
• Strong troubleshooting and root cause analysis skills across identity, endpoints, collaboration services and networking, with deeper expertise in at least one core technical domain.
• Experience leading the technical response to major incidents, coordinating recovery and communicating clearly with technical teams, business users and senior stakeholders.
• Experience applying IT Service Management processes, including incident, request, problem, change and knowledge management, with clear documentation and service ownership.
• Working knowledge of endpoint security, access controls, patching and vulnerability remediation, alongside the ability to support security and compliance requirements.
• Experience using scripting or automation to reduce manual work and improve reliability, together with the ability to assess risks and implement changes safely.
• Evidence of improving operational processes, mentoring colleagues and supporting technology implementations or transitions into ongoing support.
• A customer-focused approach, sound judgement and strong organisational skills, with the ability to prioritise competing demands calmly and explain technical issues in plain language.

Nice to Have

• Experience with Jira Service Management or a comparable ITSM platform, and ITIL Foundation certification or equivalent practical knowledge.
• Experience with PowerShell, Microsoft Power Automate or n8n, and applying AI-assisted tools to improve support and operational workflows.
• Experience supporting a global organisation across multiple time zones, including executive support, meeting room technology and business-critical events.
• Experience with SaaS management platforms, monitoring and alerting tools, or backup and disaster recovery testing.
• Additional Information
• Participation in an out-of-hours support and escalation rota is required, including planned maintenance and critical operational activities where necessary.
• Occasional travel to Fenergo offices may be required.

If you're excited about this role but don't meet every requirement, we still encourage you to apply. We value people who are eager to learn and grow.

Our promise to you   

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our client’s needs.    

• Collaboration: Working together to achieve our best  
• Outcomes: Drive Success in every engagement   
• Respect: A collective feeling of inclusion and belonging  
• Excellence: Continuously raising the bar  

 What’s in it for you?   

• Healthcare cover
• Company pension contribution   
• Life assurance/ Income protection  
• Annual leave  
• 3 company closure days  
• Annual bonus opportunity  
• Work From Home set-up allowance  
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management  
• Other competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, sports and social committee and much more 
• Buddy system for all new starters  
• Collaborative working environment  
• Extensive training programs, classroom and online, through ‘Fenergo University’  
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies  
• Defined training and role tracking to allow you see and assess your own career development and progress.  
• Active sports and social club  
• State of the art offices in the heart of Dublin’s Docklands with great facilities, canteen and games area  

Diversity, Equality, and Inclusivity  

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.  

 Recruitment Safety 

For information on our recruitment process and how to verify communications from Fenergo, please visit our Careers page.