ABOUT US

As Ireland’s largest IT Solutions Provider, with a growing global footprint, ergo has a depth of expertise that spreads 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

Skills, Qualifications & Experience Required:

• Key technologies: Microsoft Office 365
• Microsoft SharePoint 2016 / SharePoint online
• Microsoft SQL Server
• Web Server Environments
• Windows 10 /11 Operating Systems
• Mobile Device Management Android Mobile OS configuration

Qualifications:

• Relevant IT Certifications
• UK/EU Citizenship or a Stamp 4 visa is an essential requirement.
• Fluency in English is essential

We are currently seeking a Level 2 Deskside Support Engineer for our client based in Dublin 14. This will be a Deskside Support role based fully on-site from Monday to Friday at their office in Dublin 14. This will be an initial 12-month contract with option to extend for a few years thereafter. You will be handling incidents and service requests in line with the ITIL (Information Technology Infrastructure Library) framework and addressing issues raised by a range of users of IT services - such as staff, board members, contractors, and partners. You will ensure they are properly resolved and will tackle more complex problems that have been passed on from first-line support.

Role & Responsibilities:

• Dealing with incidents and service requests as defined by the Information Technology Infrastructure Library (ITIL) framework.
• Solving problems received from a variety of users using IT services, e.g., staff, Board members, contractors, partners, etc., and confirming resolution.
• Solving complex problems escalated from 1st line support person.
• Ability to convert technical information into a non-technical language.
• Ability to be a team player who can manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure and ability to be a good communicator.
• Managing a high volume of calls and completing them within the agreed SLA.
• Managing the life cycle of each service request and escalating to the 3rd line support person.
• Proven ability to create technical documentation for understanding and implementation of best practice and knowledge capture and sharing.

Skills, Qualifications & Experience Required:

• Key technologies: Microsoft Office 365
• Microsoft SharePoint 2016 / SharePoint online
• Microsoft SQL Server
• Web Server Environments
• Windows 10 /11 Operating Systems
• Mobile Device Management Android Mobile OS configuration.

Qualifications:

• Relevant IT Certifications
• UK/EU Citizenship or a Stamp 4 visa is an essential requirement.
• Fluency in English is essential.