Global Service Centre – Onsite Support Analyst

About this role

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. Must have: Solid experience in an L2 / Second Line / Desktop Support / Onsite Support role. Strong Windows troubleshooting and administration experience. Strong working knowledge of Microsoft 365 . Hands-on Active Directory experience, including users, permissions and access. Good understanding of networking fundamentals and connectivity troubleshooting .

Experience with MFA and security-related user support . Experience with an ITSM/ticketing platform, ideally ServiceNow . Strong hardware and end-user device troubleshooting skills. Confident supporting VIP/executive users in a customer-facing environment. Able to independently troubleshoot technical issues and determine when L3 escalation is required. Strong customer service, communication and problem-solving skills. Comfortable providing onsite support in Dublin .