Job Title : Lead Field Engineer
Location: Dublin 2
Job Type: Contract (12 months initial term with up to maximum of four years total)
Work Type: On-site (Monday to Friday, 08:*****:30)
Role Type : IT Support / Field Engineer - Lead (Intermediate)
Overview of Role
The Lead Field Engineer will provide front-line ICT support for our client by acting as the first-level point of contact for incident logging, second-level support via multiple channels, and deskside assistance across Dublin office locations.
This role also requires leadership responsibilities managing a small team on-site, ensuring service quality, attendance, and performance coordination with the provider's contract manager.
Role & Responsibilities:
Function as first-level point of contact for ICT support requests via phone and email, logging all incidents promptly.
Provide second-level support through phone, email, and remote desktop to troubleshoot and resolve hardware/software issues.
Deliver deskside support and user briefings on laptops, mobiles, tablets, and peripherals within Dublin offices.
Configure, install, and maintain hardware, mobile devices, and software as required.
Escalate complex issues to senior support teams or external service providers when necessary.
Lead and manage attendance and daily activities of a team of four support staff (three during leave/sick leave).
Manage performance management concerns in collaboration with the contract manager.
Skills, Qualifications & Experience
Strong expertise in Microsoft 365, Windows 11 environments, and ICT helpdesk operations.
Experience setting up and supporting iOS devices.
Effective team leadership and resource management skills, with ability to maintain continuity of service on-site.
Proficient English language skills (required).
Experience:
Minimum 4-6 years in ICT support roles, specifically in first/second-level support environments with primary duties in end-user support for the last 36 months.
Demonstrated support for Windows 11 devices, Microsoft 365, and browser-based business systems.
Experience using ticketing systems and escalation procedures in a managed service environment.
Education & Certifications:
No specific qualifications mandated, but relevant ICT certifications would be advantageous.
English language proficiency is required.
Visa:
Irish/EU Citizen or Stamp 4 Visa holder.
About Us
As Ireland's largest IT Solutions Provider with a growing global footprint, Ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions.
Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, highlighting our team's dedication and expertise.