DSS L2 Support

Job Title:  DSS L2 Support

Contract: Fixed-Term Contract

Location: Ergo Office, 1st Floor Block T, D03 R6C6, CO DUBLIN

Working Model: Onsite Client Office/Ergo Office.

Role Type: Individual Contributor

Overview:
Ergo is seeking a SD L2 DSS & Process Trainer for a temporary role. Working with our esteemed
global clients across Financial, Pharma & Public sectors in a challenging and most rewarding role. You will 
own SD L2 DSS & Training service delivery roadmap strategy in (short/mid/long)-term. You will lead Product, 
Process, Tools Training across SD (L1, L2 DSS, VIP Support), ITSM (RM, IM, PM, KM, CM, Asset MGMT, Release, 
others), Service Integration and Management (SIAM), Vendor partner teams. This will be in line with 
Managed Service (MS) - Business Unit, client business requirements (Fit for Purpose & Fit for use) based on 
overall maturity of Training delivery landscape and enhancing the value across (People, Process, Tool & 
Infrastructure) aspects of portfolio.

Roles & Responsibilities:
• As an Enterprise SD L2 Desk Side Support (DSS) & Process Trainer you are in a client facing role, 
responsible for SD (L1, L2 DSS) Training service delivery for Inflight transitions/projects & the steady 
state. 
• The SD L2 Deskside Support & Process Trainer Roles & Responsibilities will include the following aspects,
and this is not an exhaustive list.
Technical Troubleshooting:
▪ Hardware Support: Diagnosing and resolving issues with desktops, laptops, docking stations, 
monitors, keyboards, mice, printers, and mobile devices.
▪ Software Support: Troubleshooting operating systems (Windows10/11), business applications (MS 
O365, VPN clients, 3rd party apps), and common software errors.
▪ Performance Issues: Identifying causes of slow systems, freezes, and crashes, and applying fixes or 
escalating as needed.
Incident and Request Management:
▪ Handling incidents and service requests that are escalated from L1 Service Desk
▪ Logging all activity in the ITSM (IT Service Management) system 
▪ Updating tickets with detailed notes and resolution steps.
▪ Ensuring SLAs are met for response and resolution times.
User Account and Access Management:
▪ Creating, modifying, and disabling user accounts across Active Directory, email systems, and 
business applications.
▪ Assigning and troubleshooting permissions, group memberships, and access issues.
▪ Managing hardware assignments linked to user accounts (e.g. mobile phones, laptops).
Software Installation and Patching:
▪ Installing, configuring, and updating standard and authorised software.
▪ Supporting patching processes where required, either manually or through remote tools.
▪ Validating software licences and ensuring compliance, where required. 
Hardware Deployment and Maintenance:
▪ Preparing new equipment (imaging, asset tagging, software installation).
▪ Performing moves, adds, and changes (MACs).
▪ Conducting break/fix repairs
▪ Maintaining stock/asset records and updating asset management systems.

Network and Connectivity Support:
▪ Troubleshooting local connectivity issues (Wi-Fi, Ethernet, VPN).
▪ Assisting with network printer setups and troubleshooting.
▪ Working with Client operated Network or Infrastructure teams (L3) for resolution.
Documentation and Reporting:
▪ Documenting known issues, fixes, and standard procedures.
▪ Updating knowledge base articles for L1 and L2 reference.
User Support and Training:
▪ Providing desk-side or remote support to users on tools and best practices.
▪ Assisting with onboarding and offboarding processes.
▪ Providing user support or hyper care as required during technology rollouts or upgrades.
Security and Compliance Support:
▪ Ensuring devices meet security baselines (antivirus, encryption, patching).
▪ Reporting security incidents to appropriate teams.
Collaboration and Escalation:
▪ Escalate to Level 3 teams (network, infrastructure, systems, applications) for L2 out of scope issues.
▪ Participating in cross-functional IT projects (migrations, upgrades).
▪ Contributing feedback to improve service delivery processes.
Asset Management:
▪ Captured in-scope asset information from endpoint sources such as Microsoft Intune or SCCM. 
▪ Maintenance of an accurate asset register, either manual input or electronic means to ensure
information is up to date, on an ongoing basis during the term of the contract.
▪ Asset register reflects any changes to Asset. Generate an asset report to meet the management 
requirements clients ICT Operations. 
▪ Annual asset stock-take review with verification reporting, with associated remedial actions.

Essential Skills:
• 5+ years of experience in overall ICT, IT SD L2 DSS (AND/OR) L2 Field Ops support
• Latest 2+ years of experience in SD L2 DSS/Field Ops Support.
• Handson experience as SD (L2 & Desk Side Support), Field Ops support regionally & globally. 
• Operating in client environment, under pressure, tight timelines and delivered business outcomes.
• Prior experience working in ServiceNow ITSM platform and solid understanding of ITSM, SIAM, IaaS, 
PaaS, Field Ops Support, ITSM application (ServiceNow) manged services portfolio.
• Knowledge of various IT Infrastructure hardware, software technologies, for example desktop, laptop, 
mobile phones technical support across, Network Issues (LAN, AP, Wi-Fi, VPN), Windows 10/11, 
Exchange Server (Active Directory, MS Exchange, O365), MS Intune (Endpoint management and 
security – MDM/MAM), Storage (SAN) & Backup (Veeam), Security (Antivirus, MS Defender, Sentinel).
• Virtualisation technologies (VMware, Citrix). Audio/Video communication & collaboration 
technologies (MS Teams, Zoom, Slack), Managed Print services, Etc. 
• Good critical thinking, RCA, problem-solving, articulation, written English, skills including ability to think 
strategically & act tactically.
• Dealing with ambiguity, well organized, excellent prioritization, communication & interpersonal skills.
• Efficiently managing multiple conflicting tasks and priorities to ensure that internal, external stake 
holder expectations are met/exceeded.
• Good understanding of the industry in which customer operates, ICT Operations, various role types 
and personas, to provide tailored technological solutions.
• Hands on experience with O365, MS (Word, Excel PowerPoint, Visio, Projects, SharePoint, Teams).
• Ability to look at data and transform it into information with actionable insights via MS (Excel, BI), 
Tableau, ServiceNow (Power Analytics), Reporting & Analytics reports/dashboards/visuals.
• Ability to handle customer conflicts and find satisfactory resolutions with required partnership & 
collaboration across relevant teams.

Basic Qualification & Technical Skills (Trained, Tested & Certified):
• Bachelors– (Computer science / IT/ Engineering) or similar qualification.

• ITIL – V4 Foundation certified
• Hands on experience in supporting Windows Server (Active Directory, MS Exchange, O365), 
Virtualisation technologies (VMware, Citrix), MS – (Azure, Intune, Defender) as SD L2 DSS, Field Ops.
• Hands on experience in supporting AV Setup, Networks (LAN/WAN, AP, Wi-Fi, VPN), VMWare, Citrix 
Virtualization Technologies, EUD support (Desktop, Laptop, Mobile Phones).
• Experience in delivering required Trainings to SD L2 DSS, Client Stake holders, VIPs, prior experience 
working in a client office environment.
• Exposure to Lean & Six Sigma, PMP methodologies and continuous service improvement projects.

Ability to work in Ireland:
• Irish/European – Citizen (OR) Stamp4 Visa holder
• Potential WP Sponsorship as needed for a right candidature.

Desirable Qualification:
• 3+ years prior Experience as a Product/Process SD L2 DSS.
• Masters – (Computer science / IT/ Engineering), Degree in Business Administration / MBA.
• Lean & Six Sigma certified