Enterprise SD L1 Engineer Jobs

Ergo

Location:
Ireland, Dublin

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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
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
Bachelor’s or master’s in computer science, IT, or Engineering (preferred)
Industry standard certifications (Microsoft, Cisco, Citrix, HP) preferred but not required
Irish/EU Citizen or Stamp 4 Visa holder

Nice to have:

Industry accreditations (Microsoft, Cisco, Citrix, HP) desirable
IT qualifications preferred
1+ year in SD L1 Technical Support role (desirable)
Bachelor’s or master’s in computer science, IT, or Engineering (preferred)
Industry standard certifications (Microsoft, Cisco, Citrix, HP) preferred but not required

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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