4 Incident Management jobs in Ireland

INNOVATE is an established ICT Services company based in Co. Wexford, delivering secure, modern, and resilient IT infrastructure solutions to organisations across Ireland. We are seeking passionate graduates to join our 2-Year Graduate Programme as Customer Advocates within our Service Desk Team. This role is designed for individuals who want to champion the customer experience, ensuring every interaction is handled with care, urgency, and professionalism.

As the first point of contact, you will be the voice of the customer advocating for their needs, coordinating technical support, and ensuring their issues are resolved efficiently. You will gain hands-on experience in IT service delivery, develop a deep understanding of customer-centric support, and build a pathway into roles focused on service excellence, customer success, or technical leadership.

Key Responsibilities

• Serve as the primary advocate for clients, ensuring their service requests are understood and prioritised.
• Log, triage, and assign tickets using ConnectWise or similar ITSM platforms.
• Coordinate with engineers to ensure timely and empathetic issue resolution.
• Monitor ticket queues and escalate where necessary to meet SLAs and customer expectations.
• Assist in scheduling and dispatching engineers for onsite and remote support.
• Maintain clear and accurate documentation of service activities and client communications.
• Support the preparation of service performance reports, highlighting customer impact.
• Shadow engineers to gain exposure to Level 1 troubleshooting and IT fundamentals.

Development Path

Over the 2-year programme, you will:

• Build a strong foundation in customer-focused IT service delivery.
• Develop skills in communication, empathy, and problem-solving.
• Gain exposure to core IT concepts such as networking, cloud, and cybersecurity.
• Progress from coordination into hands-on support or customer success roles.
• Learn ITIL practices and service desk management principles.
• Choose a career track towards Customer Success, Service Delivery Management, or technical specialisation.
• Receive mentoring, structured training, and on-the-job learning.

What This Role Can Lead To

This role is a stepping stone to:

• ITIL Process Owner or Analyst driving service improvements and customer-centric processes.
• Specialist Technical Roles in Infrastructure, Networks, or Cybersecurity, with a strong customer lens.

What Were Looking For

• A recent graduate with a 3rd level qualification in IT, Computer Science, Engineering, Business, or a related field.
• A genuine passion for technology and customer experience.
• Excellent communication and organisational skills.
• A proactive, empathetic mindset with a drive to solve problems.
• Strong attention to detail and a collaborative spirit.
• Familiarity with Microsoft Office 365, Teams, or ticketing systems is an advantage.

Job Title:Field + Level 2 Service Desk Engineer We are currently seeking enthusiastic IT Field Engineer Level 2+ that wants to forge an IT career with no upper limit. This position is an opportunity for someone to grow and develop their IT skills in an environment that values, and rewards with continuous learning. The role requires a blend of technical expertise, problem-solving skills, and the ability to communicate complex information clearly. Field Engineers Level 2+ engage with customers to provide installation, migration, they handle installations. The ideal candidate will have strong technical skills & excellent customer communication skills relevant IT support experience working in a similar MSP role. You will play a critical role in maintaining and supporting the technology infrastructure of our clients, within agreed SLA response times and by a combination of both service desk and on-site support. The IT Field Engineer Level 2+ will be researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. We are looking for someone who can take ownership of customer issues reported and see problems through to resolution. Essential Duties and Responsibilities: Installation and Configuration: Install and configure computer hardware, software, networks, printers, and scanners. Set up workstations with necessary peripheral devices (routers, printers, etc.). Maintenance and Repair: Perform regular maintenance to ensure systems operate efficiently. Troubleshoot and repair hardware and software issues. Replace defective hardware components when necessary. Technical Support: Provide on-site and remote technical support for users. Respond to service requests and issues in a timely manner and within agreed SLA response times. Assist with IT-related queries and offer user training. Network Management: Install, configure, and maintain network infrastructure (routers, switches, firewalls, etc.). Terminate data points and patch panels when necessary and test structured cabling. Always ensure network security and connectivity. Monitor network performance and troubleshoot issues using tools like Wireshark, Ping, Trace Route. Documentation and Reporting: Maintain accurate records of installations, repairs, and maintenance activities in Autotask and IT Glue. Enter all work as service tickets into Ticketing System Document technical procedures and guidelines where necessary. Provide regular updates on service activities and issues resolved. Communication Communicate effectively with clients to understand their technical needs and issues. Improve customer service, perception, and satisfaction Provide timely updates to clients regarding the status of their service requests. Ensure high levels of customer satisfaction by delivering quality service. Communicate effectively, clearly and in a timely manner with your colleagues. Escalate service requests that cannot be scheduled within agreed service levels Project Involvement: Participate in IT projects, including system upgrades, migrations, and implementations. Assist Professional Services with the planning and execution of IT projects. Ensure your assigned project task timelines and deliverables are met. Compliance and Safety: Adhere to company policies and procedures including IT security protocols. Follow health and safety guidelines while working on-site. Ensure compliance with relevant industry standards and regulations. Do not create an unsafe environment or health and safety risks on a clients site. Continual Improvement: Stay updated with the latest technology trends and advancements. Pursue professional development opportunities and certifications. Renew current IT certifications. Recommend improvements to enhance service delivery and efficiency. Knowledge, Skills, and/or Abilities Required: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Technical Skills: Proficiency in hardware and software troubleshooting. Strong knowledge of network protocols and configurations. Familiarity with operating systems (Windows, macOS, Linux). Experience with virtualization technologies. Soft Skills: Strong problem-solving abilities. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organisational skills and attention to detail. Certifications: Full clean driving license (Category B) CompTIA A+, Network+, Security+. Microsoft Certified: MS 900 + AZ900 Windows Server/Azure Administration/365 Administration Cisco Certified Network Associate (CCNA). Job Details: Company: Evad Technology Group Job Location: Customer sites in Ireland and head office Unit 3, Robinhood Road, Dublin 22HE17. Start date: ASAP Contract type: Full-time Temporary progression to permanent after 1-year successful completion of this temporary contract Career level: 5 years + experience Salary: BASED ON EXPERIENCE 20 days annual holiday pro rata per annum Ongoing development from an experienced team member/ manager Excellent opportunities for career progression Normal working hours: 8.45am-5.30pm Monday-Friday (plus Overtime / Out of Hours occasionally if required) You may be required to change these working times on a shift basis between 8am and 6pm as requested by the company assuming reasonable notice is given.

**We help the world run better**
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**What you'll do :**
As a Technical Landscape Owner, your responsibilities include:
+ Deep understanding of customer landscape from technical and business perspectives including its interfaces
+ Strong collaboration with the customer for planning and operations
+ Align on upcoming changes with the Release Management and plan the execution accordingly
+ Ensure high availability of customer service by supporting service restoration in critical situations and working proactively on the stability of the landscape
+ Analyse and deep dive into issues including the creation of RCAs as the foundation for continuous improvement
+ Support productization of services including, if required initial setup, documentation, and standardization
+ Align on planning activities and system build processes, define Handover criteria, and ensure operational readiness of the Operations team as a pre-condition for any customer GoLive
**What you bring :**
+ Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Management, Mathematics or comparable
+ Background in SAP technology and products - especially excellent knowledge in SAP NetWeaver Administration and Operations and cross-dependencies like integration
+ Knowledge of the whole technology stack (Application, Database, Server management) and the ability to analyze issues and system architectures
+ About 7-10 years of experience in operation of systems installations is a must
**Meet your team**
Technical Landscape Owners belong to the ECS MEE (Middle and Eastern Europe) organization. We are a ring-fenced delivery team focused on one of large scale customers. We provide end to end service for this customer, operating the entire landscape with more than 80 productive systems and several of the largest HANA-based systems
#SAPECSCareer
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy ( . Specific conditions may apply for roles in Vocational Training.
**EOE AA M/F/Vet/Disability:**
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.