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, 08:30-17:30)

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.