Global Service Centre – Onsite Support Analyst

Role Overview

Our ASPIRE Global Service Centre is at the heart of Version 1’s Managed Services offering, providing service management, operational support, automation and continuous improvement for our customers.

We are looking for an experienced L2 Onsite Support Analyst to provide hands-on technical support within a customer environment in Dublin.

This is a customer-facing role suited to someone with strong second-line support experience who is comfortable independently troubleshooting more complex end-user, hardware, software, Microsoft 365, Windows, network and workplace technology issues.

You will act as a key onsite escalation point, taking ownership of technical issues through to resolution while providing a professional and personable service to end users, including VIP and executive stakeholders.

You will :

• Provide L2 onsite technical support, owning incidents through to resolution.
• Troubleshoot Windows, Microsoft 365, hardware, software and network/connectivity issues.
• Support Active Directory, user accounts, permissions and access management.
• Support MFA, MacOS, mobile devices and endpoint/device management.
• Configure and deploy laptops, mobile devices and peripherals.
• Provide VIP/Executive support and handle technical escalations professionally.
• Manage incidents and service requests through ServiceNow ITSM, working within agreed SLAs.
• Support meeting-room AV and collaboration technology.
• Escalate complex issues to L3/specialist teams where required.
• Maintain technical documentation and contribute to knowledge articles.
• Perform software installations, patching, system health checks and proactive monitoring.

Department: Services Reliability Group
Function: Consulting
Experience Level: Mid-Senior Level