Overview
L2 Onsite Support Engineer at Bluecube Technology Solutions - An Ekco Company is a field-based, on-site technical role based in Dublin (Tallaght area) focused on delivering on-site support, troubleshooting, and ticket management for customers. The engineer works with clients, vendors, and internal teams to resolve first-line issues and ensure service quality.
Key Responsibilities
* Provide on-site technical support in Tallaght, troubleshooting, diagnosing and resolving first-line issues in a timely manner.
* Manage tickets within your queue and ensure clear, professional communication with clients, vendors, team members, and managers.
* Be the first point of contact for users and communicate with clients via phone and email.
* Ensure smooth transition of tickets between shifts by clear communication to the on-call team.
* Reflect and represent the company culture and values in all responsibilities.
* Maintain customer satisfaction through proactive communication with clients and vendors.
* Liaise with deployments, projects and sales departments when required.
* Troubleshoot tickets, perform tech checks with team leads when needed, and escalate when appropriate.
* On-site troubleshooting of issues as needed.
* Order equipment and supplies and set up workstations, including connecting and monitoring equipment and network connections.
* Perform basic ITIL tasks such as ticket management and IT asset management.
* Provide support for the use of smartphones and other mobile devices.
* Manage and document changes and processes in the documentation system.
Key Requirements
Education
* College degree (three-year college or technical school) preferred; IT or related technical field is an advantage.
Experience
* Minimum of 2-4 years’ experience as a service desk engineer.
* Proven knowledge of a ticketing system and RMM system.
* Experience with Office 365, Azure, and Active Directory.
* Experience with Windows and Mac desktop and server operating systems.
* Experience with networks and networking hardware.
IT Skills
* Knowledge of Windows and Mac OS – configuration and troubleshooting.
* Knowledge troubleshooting mobile devices for mail configuration and MFA setup.
* Basic administration of Office 365, Azure, Active Directory and MS Office.
* Knowledge of networking hardware: switches, wireless access points, network firewalls and routers.
* Knowledge of peripherals and devices used by clients (docks, mice, keyboards, monitors, etc.).
* Knowledge of networking principles, firewall administration and VPN.
* Administration of Windows Server operating systems and virtualization.
* Experience with sensor gateways in client environments (as applicable).
* Experience in ICT support; Hypervisor and SAN knowledge is an advantage.
Certifications
* IT industry certifications preferred, specifically CompTIA A+ and Network+; Microsoft 365 and Azure certifications also.
Other
* Driver’s License required if residing in Ireland.
Benefits
* Time off: 25 days leave + public holidays
* Birthday leave: 1 day per year
* Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
* Employee Assistance Programme (EAP) – mental health and wellbeing support
* EkcOlympics – global company activity
* Learning & development – unlimited Pluralsight access
* Opportunities to grow, including international roles
Why Ekco
* Microsoft's 2023 Rising Star Security Partner of the Year
* VMware & Veeam top partner status
* Ranked as a top-growing technology company by Deloitte Fast50
* Commitment to diversity, equality, inclusion and belonging
* Internal mobility and development opportunities
* Flexible working with a family-friendly focus
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
Note: This description is a cleaned version of the posted job ad with extraneous boilerplate removed.
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