SD L1 Engineer

Job Title: SD L1 Engineer

Contract: Permanent

Location: Ergo Office, 1sT Floor Block T, D03 R6C6, CO DUBLIN
Working Model: Onsite Client Office/Ergo Office.
Role Type: Individual Contributor

Overview:
Ergo is seeking a SD L1 Engineer for a permanent role. Working with our esteemed global clients
across Financial, Pharma & Public sectors in a challenging and most rewarding role. As a SD L1 you will work
closely with SD (L2 DSS, VIP Support), ITSM (RM, IM, PM, KM, CM, Asset MGMT, Release, others), Service
Integration and Management (SIAM), Vendor partner teams. This will be in line with Managed Service (MS) -
Business Unit, client business requirements (Fit for Purpose & Fit for use) based on overall maturity of Training
delivery landscape and enhancing the value across (People, Process, Tool & Infrastructure) aspects of
portfolio.

Service Desk L1 - Roles & Responsibilities:
The general tasks of the Service Desk will be defined in the Service Operational Handbook to be developed
during transition phase but will include:
• Receive and log all Incidents and Service Requests from End Users to the ITSM.
• Monitor and forward Incidents and Service Requests according to agreed KPIs\SLAIs.
• Keep End Users informed on status and progress until their ticket is resolved.
• Telephone-based or instant messaging entry to call logging system for all IT-related issues.
• Ticket generation.
• Reopening or logging new ticket for further handling of tickets whose execution is not accepted by
Customer.
• Support for incidents, requests and operating queries recorded in the call logging system as per the RACI
matrix within the Service Operational Handbook. During transition the RACI matrix will be developed to
describe how each type of Incident and Request (to a product specific level of detail, if required) will be
handled by Service Desk. The four high level categories of Service Desk response, that will be described in
the RACI, are as follows.
▪ Log and Resolve (e.g. Service Desk would perform first time fix on AD password resets and similar
straightforward incidents).
▪ Log and Attempt Resolution (e.g. if a user reports a hardware Incident the Service Desk will triage with
the user, and attempt remote resolution, if this fails, they will route to L2 - Deskside support).
▪ Inform user, close the ticket (e.g. advice and information requests).
▪ Log, assign and report only (e.g. for an issue with a software/hardware product from a Third-party provider, for which Service Desk has no resolution instructions).

• Escalation of problems to all internal and external service-units (e.g. other 2nd/3rd-level services,
manufacturer’s 3rd-level support, Client ICT Operations SDM or CLIENT Applications Support Groups).
• Monitoring and reporting on all tickets from opening to closing regardless of group allocation.
• Escalation of unresponsive end-user or Third-Party Contractors to CLIENT ICT Operations SDM.
• Deliver support activities in accordance with agreed IT Service Management Processes (Incident
Management, Request Fulfilment, Service Improvement, Change Management, and Problem
Management).

Skills, Qualifications & Experience Required:

▪ Microsoft Operating Systems
▪ MS Office 365
▪ Microsoft Applications
▪ Anti-Virus/spyware/malware applications
▪ Networking – TCP/IP – Switching – Fire walling.
▪ Industry Standard Troubleshooting Procedures
▪ IT qualifications desirable
▪ Appropriate level of competence in documented technical skills
▪ Industry standard accreditation is desired – Microsoft, Cisco, Citrix, and HP

Ability to work in Ireland:
▪ Irish/European – Citizen (OR) Stamp 4 Visa holder.

Desirable Qualification
• 1 years prior Experience as a SD L1 Technical Support.
• Bachelor/Masters – (Computer science / IT/ Engineering)