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 escalate 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 knowledgebase 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.

Level 1 On Site Engineer

Job Description