Enterprise SD L1 Engineer (BBBH3395) Dublin City Centre, Republic of Ireland
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 processes
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 accreditations (Microsoft, Cisco, Citrix, HP) desirable
- IT qualifications preferred
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
Visa
- Irish/EU Citizen or Stamp 4 Visa holder.
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.