Enterprise Service Desk L1 Engineer

Ergo IT Recruitment Services; Dublin; On-site; EUR 35,000 - 52,000; Full time

Job summary

Ergo is seeking an Enterprise SD L1 Engineer to join our onsite team at our Dublin office. You will work closely with global clients in finance, pharma, and public sectors, handling incidents and service requests, and collaborating with L2 teams and vendors to ensure timely resolution.

With a focus on keeping users productive, you will log and update tickets in ITSM, perform first-time fixes where possible, escalate when needed, and contribute to ongoing service improvements in a busy,

Qualifications

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

Responsibilities

• Log and manage incidents and service requests via ITSM systems.
• Monitor tickets and communicate updates per KPIs/SLAs.
• Provide telephone/IM entry to call logging systems.
• Log/reopen tickets for unresolved requests.
• Perform first-time fixes and triage to L2 as needed.
• Escalate issues to internal/external teams and track tickets to closure.
• Support incident management, request fulfilment, service improvement, change, and problem management per process.

Skills

Windows OS

MS Office 365

Antivirus defenses

Networking basics

Troubleshooting procedures

Customer service

Industry certifications

Education

Bachelor's or Master's in CS/IT/Engineering

Tools

ITSM systems

Ticketing tools

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 process

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 accreditation's (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.