Level 1 On Site Engineer

The main purpose of the role:

The L1 Engineer is responsible for resolving incidents and service requests within defined SLAs while working directly on site at the customer's location. This role involves providing hands on technical support, identifying and implementing automation opportunities, and contributing to continuous service delivery improvement.

As the first point of contact on site, the engineer will engage with end users in person, as well as via phone and email when required, ensuring a courteous, professional, and customer focused approach at all times. The role includes proactively identifying and resolving straightforward issues, managing walk up support requests, and recognizing when to escalat a more complex problems to higher support levels.

This role will be based in the Castleknock area of Dublin.

Prime responsibilities:

• Work closely with the Service Delivery Lead/Manager, Operations Manager, and other engineers to deliver on site, hands on technical support to end users at the customer location.
• Act as the primary on site point of contact, representing Landmark professionally and serving as the "face of IT" for the customer.
• Provide desk side, walk up, and floor support, resolving incidents and service requests within agreed SLAs.
• Escalate tickets and customer issues to L2 support or management where appropriate, ensuring accurate and timely communication of all relevant details.
• Build strong relationships with end users and key stakeholders through regular face to face interaction and excellent customer service.
• Recommend and present process improvements, technical enhancements, and automation opportunities to improve service delivery at the customer site.
• Prioritize and manage multiple open tickets simultaneously in a dynamic on site environment, demonstrating strong multitasking abilities.
• Be approachable and enthusiastic about knowledge sharing, remaining fully integrated into both the customer environment and the wider service delivery team.
• Develop and maintain accurate records, and prepare reports and correspondence for escalated incidents and on site issues.
• Ensure all assigned tickets are kept up to date and that customers are regularly informed of progress through direct communication.
• Accurately record time spent on tickets in real time while performing on site support activities (live time entry).
• Take ownership of proactive support by identifying recurring issues, performing preventative actions, and contributing to the improvement of proactive KPIs.
• Suggest and contribute to knowledge base documentation, standard procedures, and user guidance to enhance support efficiency.
• Ensure Senior Management is informed of any significant on site issues or risks requiring their attention.
• Identify additional customer needs and recommend improvements to enhance the efficiency and effectiveness of the on site support service for both Landmark and the client.

Garda Vetting will be required for the successful applicant.