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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.
* 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.
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.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Technology, Information and Internet
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