Onsite Support Analyst

Company Description

Version 1 is a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global and private brands.

We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do.

Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to truly understand the unique challenges they face.

Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation.

Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.

Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience.

Job Description

• Onsite rotational role, Dublin, RoI
• Full time position – 08:00hrs to 18:00hrs working days except RoI Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.
• Department: ASPIRE Managed Services 
• Practice: Services Reliability Group 

Role Summary:

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. 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 within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support.

The role is Customer site based in Dublin within a team operating a rotational support system where you will be rotating on a weekly basis, and covering early and late support between 08:00hrs and 18:00hrs local time. During the rotational support rotor, you will also spend time working from home or in the Version 1 offices when not on a Customer site.

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 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.
• 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 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.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Participate in IT projects, such as system upgrades or deployments, when required.
• 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

Skills, Education & Qualifications:

• Minimum of 2-5 years of experience in deskside support.
• Strong customer service orientation with 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.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office 365 Support (M365 & O365)
• Windows 10/11 Operating Systems.
• Hardware troubleshooting skills.
• Mobile Device supporting tools.
• Experience with remote support tools.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Azure Active Directory and Group Policy Support.
• Technical proficiency in Windows Server and Linux operating systems.
• Ability to lift and transport equipment.
• 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.

Additional Information

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life.

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.