Accounts Payable Specialist | Belfast, UK

Enterprise SD L2 DSS Job Title: Enterprise SD L2 DSS Contract: Permanent Location: Ergo Office, 1st Floor Block T, D03 R6C6, CO DUBLIN (or) Client Office Working Model: Onsite Client Office/Ergo Office. Role Type: Individual Contributor Overview Ergo is seeking an Enterprise SD L2 DSS for a permanent role. Working with our esteemed global clients across Financial, Pharma & Public sectors in a challenging and most rewarding role. 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) you are in a client‑facing role, responsible for SD (L1, L2 DSS) Knowledge Management service delivery for Inflight transitions/projects & the steady state. The SD L2 Deskside Support Roles & Responsibilities will include the following aspects, and this is not an exhaustive list: 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 system, updating tickets with detailed notes and resolution steps, and 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. 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. 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 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: Escalating 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: Capturing in‑scope asset information from endpoint sources such as Microsoft Intune or SCCM; maintaining an accurate asset register; generating asset reports to meet management requirements; conducting annual asset stock‑take reviews with verification reporting and remedial actions. Essential Skills 5+ years of experience in overall ICT operations, IT SD L2 DSS and/or L2 Field Ops support. Latest 2+ years of experience in SD L2 DSS/Field Ops Support & Knowledge Manager. Hands‑on experience as SD (L2 & Desk Side Support), Field Ops support regionally & globally with MSP. Operating in client environment, under pressure, tight timelines and delivering business outcomes. Prior experience working in ServiceNow ITSM platform and solid understanding of ITSM, Knowledge Module, SIAM, IaaS, PaaS, Field Ops Support in managed 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, MS Exchange, O365, MS Intune, 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. Good critical thinking, RCA, problem‑solving, articulation, written English, and strategic & tactical thinking. Dealing with ambiguity, well organised, excellent prioritisation, communication & interpersonal skills. Efficiently managing multiple conflicting tasks and priorities to ensure that internal, external stakeholder expectations are met or exceeded. Good understanding of the industry in which the 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 handle customer conflicts and find satisfactory resolutions with required partnership & collaboration across relevant teams. Basic Qualification & Technical Skills (Trained, Tested & Certified) Bachelor’s – Computer Science / IT / Engineering or similar qualification. ITIL V3 / V4 Foundation certified. Hands‑on experience 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 supporting AV Setup, Networks (LAN/WAN, AP, Wi‑Fi, VPN), VMware, Citrix, Virtualisation Technologies, EUD support (Desktop, Laptop, Mobile Phones). Experience delivering required Trainings to SD L2 DSS, client stakeholders, 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 Enterprise SD L2 DSS & Knowledge Manager. Master’s – Computer Science / IT / Engineering, Degree in Business Administration / MBA. Certified – Lean & Six Sigma certified. 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