Global Enterprise IT Support Engineer - SD L1 (Onsite)

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

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.