L1 Support Engineer

The Recruitment Company · Ireland, County Dublin, Ireland

Location

Ireland

Job Type

Full Time

Posted

June 24, 2026

Job Description

Your Responsabilities:
Manage all Incidents and service requests within SLA

Log Incidents and Requests accurately in the PSA Tool (Autotask)

Resolve technical problems with software applications or network systems

Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)

Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards

Escalate incidents to higher level when unable to resolve

Create new/update existing Knowledge Articles within documentation platform (ITGlue)

Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk

Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible

Must be a self-starter capable of working on one’s own...

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