▷ 3 Days Left: L2 Onsite Support Engineer

Overview
L2 Onsite Support Engineer at Bluecube Technology Solutions - An Ekco Company is a field-based, on-site technical role based in Dublin (Tallaght area) focused on delivering on-site support, troubleshooting, and ticket management for customers. The engineer works with clients, vendors, and internal teams to resolve first-line issues and ensure service quality.

Key Responsibilities

Provide on-site technical support in Tallaght, troubleshooting, diagnosing and resolving first-line issues in a timely manner.

Manage tickets within your queue and ensure clear, professional communication with clients, vendors, team members, and managers.

Be the first point of contact for users and communicate with clients via phone and email.

Ensure smooth transition of tickets between shifts by clear communication to the on-call team.

Reflect and represent the company culture and values in all responsibilities.

Maintain customer satisfaction through proactive communication with clients and vendors.

Liaise with deployments, projects and sales departments when required.

Troubleshoot tickets, perform tech checks with team leads when needed, and escalate when appropriate.

On-site troubleshooting of issues as needed.

Order equipment and supplies and set up workstations, including connecting and monitoring equipment and network connections.

Perform basic ITIL tasks such as ticket management and IT asset management.

Provide support for the use of smartphones and other mobile devices.

Manage and document changes and processes in the documentation system.

Key Requirements
Education

College degree (three-year college or technical school) preferred; IT or related technical field is an advantage.

Experience

Minimum of 2-4 years’ experience as a service desk engineer.

Proven knowledge of a ticketing system and RMM system.

Experience with Office 365, Azure, and Active Directory.

Experience with Windows and Mac desktop and server operating systems.

Experience with networks and networking hardware.

IT Skills

Knowledge of Windows and Mac OS – configuration and troubleshooting.

Knowledge troubleshooting mobile devices for mail configuration and MFA setup.

Basic administration of Office 365, Azure, Active Directory and MS Office.

Knowledge of networking hardware: switches, wireless access points, network firewalls and routers.

Knowledge of peripherals and devices used by clients (docks, mice, keyboards, monitors, etc.).

Knowledge of networking principles, firewall administration and VPN.

Administration of Windows Server operating systems and virtualization.

Experience with sensor gateways in client environments (as applicable).

Experience in ICT support; Hypervisor and SAN knowledge is an advantage.

Certifications

IT industry certifications preferred, specifically CompTIA A+ and Network+; Microsoft 365 and Azure certifications also.

Other

Driver’s License required if residing in Ireland.

Benefits

Time off: 25 days leave + public holidays

Birthday leave: 1 day per year

Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice

Employee Assistance Programme (EAP) – mental health and wellbeing support

EkcOlympics – global company activity

Learning & development – unlimited Pluralsight access

Opportunities to grow, including international roles

Why Ekco

Microsoft's 2023 Rising Star Security Partner of the Year

VMware & Veeam top partner status

Ranked as a top-growing technology company by Deloitte Fast50

Commitment to diversity, equality, inclusion and belonging

Internal mobility and development opportunities

Flexible working with a family-friendly focus

Seniority level
Mid-Senior level

Employment type
Full-time

Job function
Information Technology

Industries
IT Services and IT Consulting

Note: This description is a cleaned version of the posted job ad with extraneous boilerplate removed.

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