ASPIRE GSC-Onsite IT Support Engineer

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It's a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are looking for a skilled and results oriented Onsite Support Analyst based in Dublin, Republic of Ireland. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer sites. You will provide prompt and professional assistance to resolve IT related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

The ideal candidate will play a pivotal role in resolving advanced technical issues, including Microsoft 365 and Windows operating systems environments whilst being proficient in security practices (MFA), MacOS, mobile device management and remote support tools. This position requires outstanding problem solving abilities, onsite presence and customer empathy while being able to handle escalations calmly and professionally.

Key Responsibilities

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in ServiceNow ITSM or customer systems.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, audio visual, and network problems.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end users.
• Handle escalations calmly and professionally.
• Provide onsite presence and demonstrate end user empathy.
• Provision of VIP / executive support.
• Monitor system performance and identify potential issues proactively.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Monitor and manage system alerts to address potential issues before they escalated.
• Set up and configure new laptops, mobile devices, and peripherals.
• Liaise with 3rd party suppliers, e.g. couriers, vendors.
• Manage user accounts, permissions, and access rights.
• Install, update and patch software applications according to company policy.
• Maintain inventory of IT equipment and manage equipment lifecycle.
• Perform scheduled maintenance such as software updates, patch installations, and backups.
• Support audio/visual equipment for meeting rooms and company events.
• Collaborate with other IT teams to address complex or recurring problems; Escalate to L2/L3 support teams.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Package and deploy routine security updates.

Qualifications

• Minimum 2-5 years of experience in deskside support.
• Strong customer service orientation and excellent communication skills.
• Ability to explain technical concepts to non technical users.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools, e.g. ServiceNow.
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem solving abilities.
• Customer focused mindset with a commitment to delivering high quality support.
• Strategic thinking and decision making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Proficiency in Microsoft Office 365 support (M365 & O365).
• Proficiency with Windows 10/11 operating systems and associated troubleshooting.
• Proficiency with MacOS troubleshooting and support.
• Security awareness and support (MFA, phishing).
• Proficiency in server interaction (password resets, AD tasks) and hardware troubleshooting skills.
• Experience with mobile device management tools.
• Experience with remote support tools.
• Understanding and working knowledge of asset management tools.
• Knowledge of basic networking concepts and associated troubleshooting (TCP/IP, DNS, DHCP).
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Azure Active Directory and Group Policy support.
• Ability to lift and transport equipment for installs, desk moves, hardware deployment.
• Mobility to access various office areas, including under desks and in server/comms rooms.
• May require occasional after hours support for critical issues or scheduled maintenance.

Benefits

• Quarterly Performance Related Profit Share Scheme.
• Career progression and mentorship coaching through Strength in Balance & Leadership schemes and a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working support to achieve a healthy work life balance.
• Financial wellbeing initiatives: pension, private healthcare cover, life assurance, financial advice and an employee discount scheme.
• Wellbeing schemes: gym discounts, bike to work program, fitness classes, mindfulness workshops, employee assistance programme and more. Generous holiday allowance and enhanced maternity/paternity leave, marriage civil partnership leave and special leave policies.
• Educational assistance and incentivised certifications, including AWS, Microsoft, Oracle and Red Hat.
• Reward schemes: Annual Excellence Awards and a "Call Out" platform.
• Environment, Social and Community initiatives to support local fundraising and development opportunities.

Version 1 is an equal opportunities employer. We are committed to building a diverse, inclusive, and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences.