Helpdesk Support Engineer

Ergo are currently seeking a Helpdesk Support Engineer for an immediate start with our client based in Dublin city centre.The Helpdesk Support Engineer will be the first point of contact for customers and as such its functions are critical to overall successful service delivery. You will be required to engage in the resolution of Level 1 and Level 2 support calls.This is an onsite opportunity with long-term potential with a public-sector client.What will you do?Provide L1 & L2 technical support to internal usersUse the central ICT Helpdesk system (JitBit Helpdesk) in logging all calls whether made through the site, by email or over the phone.Assist in the categorisation of all ICT related tickets (e.g. events, incidents, problems, and requests) for efficient resolution and detailed reporting.Fully update all resolution details and feed into the central knowledge base where complex or common issues are being resolved.Resolve all tickets within defined and agreed Service Levels.Provide desk side support services and utilised remote support system to provide support to users remotely.Route all tickets that cannot be resolved by the Resources to their appropriate resolver groups within the ICT Unit or external service provider.Provide monthly reporting on all ICT Service Levels and performance of the ICT Helpdesk and associated resolver groups.What do you need?2+ years experience in a similar roleMicrosoft 365 Applications Office / 365 Sharepoint / MS TeamsWindows Server / Operating Systems SupportFile Server / Print ManagementActive Directory / Azure AD / Group Policy / ExchangeMobile device ManagementEndpoint Security (MS BitLocker / Symantec AV)Laptop Hardware Management (Configuration / Imaging using WDS and Co-Pilot