Helpdesk Support Engineer

4 weeks ago

Dublin, Ireland Ergo Full time
Helpdesk Support Engineer - Dublin 2 (BBBH2861)

Overview of Role
Our client is currently seeking a Helpdesk Support Engineer for a 1.5-year contract initially with our client based in Dublin 2. There will be an option to extend for an additional two years, and this will be an on-site role Monday to Friday at their office. The Helpdesk Engineer will be the first point of contact for customers and as such its functions are critical to overall successful service delivery. You will be required to engage in the resolution of Level 1 and Level 2 support calls. Using a central ICT Helpdesk system, you will be responsible for initially dealing with all ICT Support calls. Where you are capable of fully resolving an issue, you should do so; however, more specialised and involved ICT issues will be escalated to internal Level 3 Engineer.

Role & Responsibilities:
You must work in close partnership within your area to ensure the highest quality of support service is provided to users. You will be required to adhere to the client’s internal service delivery model which includes the following:

  • Use the central ICT Helpdesk system (JitBit Helpdesk) in logging all calls whether made through the site, by email or over the phone.
  • Assist in the categorisation of all ICT related tickets (e.g. events, incidents, problems, and requests) for efficient resolution and detailed reporting.
  • Fully update all resolution details and feed into the central knowledge base where complex or common issues are being resolved.
  • Be GDPR Compliant.
  • Resolve all tickets within defined and agreed Service Levels.
  • Provide desk side support services and utilise remote support system to provide support to users remotely.
  • Route all tickets that cannot be resolved by the Resources to their appropriate resolver groups within the ICT Unit or external service provider.
  • Provide monthly reporting on all ICT Service Levels and performance of the ICT Helpdesk and associated resolver groups.

Skills, Qualifications & Experience Required:

  • CompTIA A+ (Core Series) Certification
  • ITIL 4 Foundation Certification
  • Microsoft Applications MS Office / 365 Applications / MS Teams (Client VC, Teams VC, Teams Voice over IP)
  • Windows Server / Operating Systems Support
  • File Server / Print Management
  • Active Directory / Azure AD / Group Policy / Exchange 2016
  • Exchange Online experience
  • End Point Security (MS BitLocker / Symantec AV)
  • Laptop Hardware Management (Configuration / Imaging using WDS and Co-Pilot)
  • Mobile device (iPhone/Android) Management (MobileIron/Intune experience)
  • Applications Support (TeamViewer / Nitro Pro / Adobe Suite / LogMeIn (not limited to))

Ability to work in Ireland:

  • Irish/European – Citizen (OR) Stamp 4 Visa holder.

About Us
As Ireland’s largest IT Solutions Provider, with a growing global footprint, Ergo has a depth of expertise across managed services (IT & Hardware), cloud, applications & software services, IT Resourcing, and modern work. Our recent technology awards are a testament to our commitment to delivering top-notch IT solutions. These achievements highlight our team's dedication and expertise, displaying our leadership in the industry.

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