Enterprise SD L1 Engineer

Ergo - Information Technology; Dublin; On-site; EUR 30,000 - 45,000; Full time

Job summary

A leading IT solutions provider in Dublin is looking for an Enterprise SD L1 Engineer. This role involves providing effective front-line technical support, logging and managing incidents from end users, and collaborating with various teams to deliver high-quality service. The ideal candidate has a background in IT support, effective communication skills, and relevant educational qualifications. This position offers opportunities to work in a dynamic team environment.

Qualifications

• 1+ year in SD L1 Technical Support role is desirable.
• Experience with ITSM, service desk processes, or ticketing systems.
• Background supporting enterprise or large environments.

Responsibilities

• Receive and log all incidents and service requests from End Users.
• Monitor and forward tickets according to KPIs/SLAs.
• Provide telephone/IM-based entry to call logging systems for IT-related issues.
• Attempt first-time fixes for straightforward issues.
• Escalate issues to internal/external teams and monitor until closure.

Skills

Microsoft Operating Systems and Applications

Familiarity with anti-virus/spyware/malware solutions

Basic understanding of networking (TCP/IP, switching, firewalls)

Knowledge of industry standard troubleshooting procedures

Effective communication and customer service skills

Documented technical competency

Education

Bachelor’s or master’s in computer science, IT, or Engineering

Tools

ITSM systems

Job description

Job Title: Enterprise SD L1 Engineer
Location: Ergo Office, 1st Floor Block T, D03 R6C6, Co Dublin
Job Type: Permanent
Work Type: Onsite Client Office/Ergo Office
Role Type: Technical Support

Overview of Role

Ergo is seeking an Enterprise SD L1 Engineer to collaborate directly with global clients in Financial, Pharma, and Public sectors. As an SD L1, you will operate within the Managed Service Business Unit and collaborate with L2/Deskside Support, VIP Support, ITSM, SIAM, and vendor teams. The role focuses on delivering effective front-line support in line with client requirements and process maturity, always enhancing value for people, process, tool, and infrastructure components of the service.

Role & Responsibilities

• Receive and log all incidents and service requests from End Users via ITSM systems
• Monitor and forward tickets according to KPIs/SLAs; keep users updated until resolved
• Provide telephone/IM-based entry to call logging systems for all IT-related issues
• Generate, reopen, or log tickets for unresolved or rejected requests
• Attempt first‑time fixes for straightforward issues (e.g., AD resets) and triage/route hardware incidents to L2 if required
• Log, assign, and report for third‑party software/hardware issues with no direct resolution
• Escalate issues to internal/external teams, monitoring all tickets until closure
• Support incident management, request fulfilment, service improvement, change, and problem management as per defined processes

Skills, Qualifications & Experience

• Microsoft Operating Systems and Applications, including MS Office 365
• Familiarity with anti‑virus/spyware/malware solutions
• Basic understanding of networking (TCP/IP, switching, firewalls)
• Knowledge of industry standard troubleshooting procedures
• Effective communication and customer service skills
• Documented technical competency; industry accreditations (Microsoft, Cisco, Citrix, HP) desirable

Experience

• 1+ year in SD L1 Technical Support role (desirable)
• Experience in working with ITSM, service desk processes, or ticketing systems
• Background supporting enterprise or large environments

Education & Certifications

• Bachelor’s or master’s in computer science, IT, or Engineering (preferred)
• Industry standard certifications (Microsoft, Cisco, Citrix, HP) preferred but not required

About Us

As Ireland’s largest IT Solutions Provider with a growing global footprint, ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry‑leading IT solutions, highlighting our team’s dedication and expertise.