ASPIRE GSC-Onsite IT Support Engineer

Company Description Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, Out Systems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

 We’re an award-winning employer reflecting how our employees are at the very heart of  what we do: UK & Ireland's premier AWS, Microsoft & Oracle partner 3300+ strong, 350/300m revenue business 10+ years as a Great Place to Work in Ireland & UK Best Workplace for Women in the UK & Ireland by GPTW Best Workplace for Wellbeing in the UK by GPTW We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA.

Invest in us and we’ll invest in you!.

Job Description 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 Service Now 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. Your responsibilities will include delivering 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 (i.e. MFA) MacOS, mobile device management and remote support tools. This position requires outstanding problem-solving abilities, onsite presence and customer empathy whilst being able to handle escalations and 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 the Service Now 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.

Handling escalations calmly & professionally

Onsite presence & demonstrating 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 escalate.

Set up and configure new laptops, mobile devices, and peripherals.

Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
Manage user accounts, permissions, and access rights.

Install, update, and patch software…