L1 Support Engineer

3 weeks ago

Dublin, Dublin City, Ireland Ergo - Information Technology Full time

Job Title: Service Desk Analyst
Location: Ergo Office / Field
Job Type: Full-time
Work Type: Office and Field-based
Role Type: Support / Technical Analyst

Overview of Role
Ergo is the largest privately-owned IT services provider in Ireland, headquartered in Dublin, with offices in Cork and Limerick as well as the UK and US. You will be joining an innovative company made up of over five hundred enthusiastic professionals from various diverse backgrounds. Ergo are currently seeking to recruit a Service Desk Analyst based in the city centre full-time. This will be a day's role but may need flexibility to do shift work if required. You will provide first line IT Support to our clients.

Role & Responsibilities:

  • Provide first line technical support to internal staff and Ergo's global external clients.
  • Take full ownership of assigned support cases, ensuring prompt, professional, and satisfactory resolution.
  • Install, configure, and troubleshoot IT-related software and hardware issues.
  • Identify any anomalies on customer sites, raise service tickets, and escalate appropriately following set procedures.
  • Develop and maintain detailed technical knowledge of Ergo's products, services, and solutions.
  • Perform routine daily system checks.
  • Collaborate closely with stakeholders to deliver the highest quality technical support and consultancy.
  • Collaborate with technical colleagues to maintain agreed Service Levels across client accounts.
  • Document technical information including site schematics, problem resolution, and knowledge base content via OneNote and ITSM tools.
  • Maintain records of hardware/software inventories, licensing, user access, and security permissions.
  • Provide technical training when required to customers, covering system administration and end user support.
  • Maintain strict confidentiality of all information processed or accessed.
  • Monitor Remote Managed Service Applications.
  • Perform ad hoc duties as required.

Skills, Qualifications & Experience:

  • Minimum 1+ years' experience in a relevant technical or customer support role desirable.
  • Experience working within a global Service Desk environment supporting a 24/7 rota preferred.
  • Excellent communication skills with a professional telephone manner.
  • Experience in building and maintaining positive relationships with customers.
  • Calm, focused, and composed under pressure.
  • Resourceful mindset, with the ability to seek out or develop solutions independently.
  • Experience with Microsoft operating systems and applications.

Education & Certifications:

  • Currently studying for or holding Microsoft Technology Associate (MTA) or Microsoft Certified Solutions Associate (MCSA) certifications is highly desirable.
  • Relevant formal IT education and training.

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.

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