Overview of Role
We are currently seeking an IT Support Engineer for our client based in Wexford. This role is hybrid, involving 3 days on-site and 2 days remote, from Monday to Friday. It is an initial 12-month contract with the possibility of extension.
You will handle incidents and service requests following the ITIL framework, addressing issues raised by users such as staff, board members, contractors, and partners to ensure proper resolution.
Role & Responsibilities:
* Manage incidents and service requests as per ITIL guidelines.
* Resolve problems from various users and confirm resolution.
* Translate technical information into understandable language for non-technical users.
* Work effectively as part of a team, managing time and prioritising issues appropriately.
* Handle a high volume of calls within SLA targets.
* Manage the lifecycle of service requests and escalate when necessary.
* Develop, update, and implement best practices.
Skills, Qualifications & Experience:
* Experience with ITIL-compliant Service Desk tools.
* Proficiency in resolving issues for diverse users.
* Excellent communication skills, both technical and non-technical.
* Ability to prioritise and manage time effectively.
* Experience managing high call volumes within SLA.
* Familiarity with Office 365, SharePoint, SQL Server, and web server environments.
Key Technologies:
* Microsoft Office 365
* SharePoint 2016/Online
* Microsoft SQL Server
* Web Server Environments
* Windows 10/11 Operating Systems
* Mobile Device Management (Android)
Qualifications:
* Relevant IT Certifications
* UK/EU Citizenship or Stamp 4 visa
* Fluency in English
About Us
As Ireland's largest IT Solutions Provider, ergo offers expertise across managed services, cloud, applications & software, IT resourcing, and modern work solutions. Our recent awards reflect our commitment to excellence and industry leadership.
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