ICT Infrastructure Analyst

AirNav Ireland Headquarters, Dublin 2 - Closing date: 14/10/2026

Job Purpose To provide effective, secure ICT support services to AirNav Ireland users and business functions. The ICT Analyst delivers frontline, Level 1 and Level 2 technical support; administers on-premises and cloud services; supports Microsoft 365, Azure and Microsoft Entra ID; maintains ICT infrastructure and end user computing services; and contributes to cybersecurity, service improvement and ICT projects. The role operates within approved governance frameworks, time, quality and budget requirements.

Scope of the Role The role is a broad enterprise ICT support and administration position spanning user facing support, service desk operations, endpoint services, Microsoft platforms, on premises infrastructure, identity and access management, networking, cybersecurity, technical documentation, supplier liaison and project delivery. The postholder is expected to resolve issues at the appropriate support level, elevate effectively, protect service continuity and communicate clearly with both technical and non technical stakeholders.

Main Duties and Responsibilities Frontline User Support, Service Desk and Level 1 Support

• Act as a professional first point of contact for ICT incidents, service requests, access requests and user queries received by telephone, portal, email, Teams, walk up or other approved channels.
• Log, categorise, prioritise, own and progress tickets in the approved service management platform, maintaining clear and timely records throughout the ticket lifecycle.
• Provide Level 1 diagnosis and resolution for common hardware, software, account, printing, connectivity, collaboration, telephony, mobile device and peripheral issues.
• Support users at AirNav Ireland locations and remote workers through approved remote support tools and onsite assistance.
• Provide clear user guidance for Microsoft 365 applications, Windows, browsers, business applications and approved mobile services.
• Perform password resets, account unlocks, MFA registration support and standard access remediation in accordance with approved identity verification and access procedures.
• Prepare, deploy, replace, recover and troubleshoot laptops, desktops, monitors, printers, headsets, mobile devices and associated peripherals.
• Maintain ownership of assigned incidents and requests, keep users informed, meet applicable service targets and confirm satisfactory resolution before closure.
• Identify recurring incidents, knowledge gaps and training needs, and contribute solutions, knowledge articles and user communications.

Level 2 Technical Support and Escalation

• Undertake advanced diagnosis and resolution of incidents escalated from Level 1 support or identified through monitoring and operational activity.
• Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, endpoint, network, authentication, application and infrastructure issues using appropriate technical and administrative tools.
• Analyse logs, alerts, configuration, performance and dependency information to identify root cause or determine the most effective escalation route.
• Coordinate with internal technical specialists, system owners, cybersecurity personnel, application teams and external suppliers where third line or specialist intervention is required.
• Create technically complete escalations that include business impact, troubleshooting performed, evidence, timestamps, affected services and current workaround status.
• Contribute to problem management, root cause analysis, known error records, post incident reviews and permanent corrective actions.
• Provide planned out of hours, on call or weekend support where required by operational arrangements.

Microsoft 365 Applications and Tenant Administration

• Administer and support the Microsoft 365 tenant and associated services in accordance with approved roles, policies and change controls.
• Provide administration and Level 1/Level 2 support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft 365 Apps and related services.
• Support mailbox, distribution list, shared mailbox, Teams, SharePoint site, OneDrive, permissions, sharing and collaboration issues.
• Monitor Microsoft 365 service health and operational alerts, assess user impact and communicate or elevate appropriately.
• Assist with tenant configuration, feature deployment, update readiness, licensing allocation, licence optimisation and service adoption.
• Support approved governance controls for guest access, external sharing, application consent, retention, information protection and collaboration.
• Use PowerShell, Microsoft Graph and approved automation tools to improve administration, reporting and repeatability where appropriate.
• Create and maintain tenant configuration records, standard operating procedures, support documentation and evidence required for audit or review.

Microsoft Entra ID, Identity and Access Management

• Administer users, groups, enterprise applications, service principals and assigned administrative roles in Microsoft Entra ID and hybrid identity services.
• Support the joiner, mover and leaver lifecycle, ensuring identity and access changes are authorised, accurate, timely and traceable.
• Administer and troubleshoot authentication, single sign on, MFA, self service password reset, device identity and access issues.
• Support implementation, testing and monitoring of Conditional Access policies under approved governance and change control.
• Administer user access rights and role assignments associated with RBAC, privileged access and identity governance standards.
• Support identity governance activities including access reviews, entitlement reviews, inactive account review and privileged access monitoring.
• Monitor identity related alerts, risky sign ins and suspicious authentication activity, and escalate or respond in accordance with incident procedures.
• Maintain emergency access, administrative account and service account controls in accordance with approved standards.

Azure and Cloud Platform Support

• Provide operational support for Microsoft Azure services within the responsibilities assigned to the ICT function.
• Assist with Azure subscription, resource group, access, policy, monitoring, tagging, cost awareness and governance activities.
• Support Azure hosted virtual machines, storage, networking, backup, monitoring and related services where deployed.
• Apply approved RBAC, security, logging, backup, resilience and configuration standards to cloud resources.
• Participate in cloud migrations, service onboarding, technical assurance and operational handover activities.
• Investigate cloud service incidents and coordinate escalation to service owners, suppliers or Microsoft support where required.

On Premises Infrastructure and Core Services

• Administer and support day to day operation of assigned infrastructure including Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate, file, print and related infrastructure services within delegated authority and documented procedures.
• Support hybrid integration between on premises Active Directory and Microsoft Entra ID, including identity synchronisation and authentication dependencies.
• Perform user, group, computer, shared resource and permissions administration in accordance with approved access controls.
• Support server, storage, virtualisation and backup platforms, including monitoring, routine checks, restore requests and incident resolution.
• Apply approved security hardening, anti malware, encryption, patching and configuration standards to desktop and server platforms.
• Support business continuity, disaster recovery, backup validation, technical recovery testing and service restoration activities.
• Maintain accurate configuration, asset, warranty, location, ownership and lifecycle records for ICT equipment and systems.

Endpoint, Application and Device Management

• Build, configure, deploy and support Windows endpoints and approved applications using current enterprise management tools.
• Administer endpoint compliance, configuration profiles, software deployment, update management and security controls through Microsoft Intune, KACE or other approved platforms.
• Support iPhone, iPad and other approved mobile devices, mobile applications and access controls.
• Diagnose application installation, compatibility, performance, licensing and user profile issues.
• Coordinate application packaging, testing, deployment and rollback activities in accordance with change and release controls.
• Support asset discovery, software inventory, licence tracking and device lifecycle processes.

Network, Connectivity and Communications Support

• Support LAN, WAN, Wi Fi, VPN, firewall, switch, router, proxy, internet, remote access and network monitoring services within delegated authority.
• Troubleshoot user and site connectivity issues and gather appropriate evidence before escalation.
• Support network access controls, secure remote access, IP addressing, DNS resolution, cabling and associated endpoint connectivity.
• Monitor network availability, capacity and alerts and assist with incident investigation and service restoration.
• Support voice, video, Teams meeting room, telephony and conferencing services where assigned.

Cybersecurity, Data Protection and Compliance

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