Enterprise Service Desk L1 Engineer

About the role

Ergo is looking for an Enterprise Service Desk L1 Engineer to provide front‑line technical support to global clients in the financial, pharma and public sectors. The role is based onsite at the Ergo office in Dublin and works within the Managed Service Business Unit, collaborating with L2, Deskside, VIP, ITSM, SIAM and vendor teams.

Key responsibilities

• Receive, log and monitor incidents and service requests via the ITSM system, ensuring SLA compliance.
• Provide first‑time fixes for common issues such as Active Directory password resets and triage more complex hardware incidents to L2 support.
• Escalate unresolved tickets to internal or external teams and track them through to closure.
• Support incident, request fulfilment, change and problem management processes.

Required profile

• 1+ year of experience in a Service Desk L1 or similar technical support role.
• Experience with ITSM/ticketing systems and supporting large enterprise environments.
• Irish/EU citizenship or valid Stamp 4 visa.

Required skills

• Microsoft Windows operating systems and Office 365 applications.
• Active Directory administration.
• Basic networking knowledge (TCP/IP, switching, firewalls).
• Familiarity with antivirus/anti‑malware solutions.
• Use of ITSM tools for incident logging and tracking.