Onsite Support Analyst

Overview Onsite Support Analyst role based in Dublin, Ireland, in Version 1 ASPIRE Managed Services. This is a full-time, onsite/rotational role with flexible work arrangements (home/office when not on customer site) and a local Dublin rotation schedule covering early and late support hours (08:00–18:00). The role focuses on delivering prompt, professional IT support, ensuring a dependable IT environment, and contributing to service delivery through self-service and automation using ServiceNow ITSM tooling.
Role Summary The ASPIRE Global Service Centre is the central hub of our Service Management operations. It coordinates workflows, processes, procedures, and tooling to support AI, continuous improvement and business innovation. You will be the primary point of contact for local technical support at customer sites, delivering high-quality IT support and maintaining system performance. The ideal candidate has strong cloud, Windows/macOS/mobile OS, networking and security knowledge and a customer-focused mindset.
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 ServiceNow ITSM or customer systems.
Perform initial triage, diagnosis and troubleshooting for IT issues (hardware, software, Audio Visual, network).
Ensure timely resolution of incidents in line with SLAs.
Maintain accurate incident documentation and contribute to the IT knowledge base.
Deliver excellent customer service and build relationships with end-users.
Monitor system performance and proactively identify potential issues.
Conduct routine health checks of systems, applications and networks.
Set up and configure new laptops, mobile devices, and peripherals; manage user accounts and access rights.
Liaise with third-party suppliers; manage software updates, patches and security configurations per policy.
Perform scheduled maintenance, backups, and participate in IT projects as required.
Support audio/visual equipment for meetings and events; assist with disaster recovery planning and testing.
Collaborate with other IT teams for issue resolution and service improvement.
Maintain documentation and participate in ongoing training to stay current with IT trends.
Package and deploy routine security updates.
Qualifications 2–5 years of deskside/support experience.
Strong customer service orientation and communication skills; able to explain technical concepts to non-technical users.
Experience with service desk tools (e.g., ServiceNow); knowledge of ITIL v4 is preferred.
Ability to manage multiple priorities and meet deadlines; adaptable to evolving technologies.
Analytical, with strong problem-solving and reporting skills.
Solid understanding of IT infrastructure, troubleshooting methodologies, and security/compliance basics.
Operating Systems: Windows, macOS, Android/iOS.
Networking: TCP/IP, DNS, DHCP, VPNs, firewalls; CCNA or equivalent preferred.
Cloud/Virtualisation: Azure, AWS, VMware, Citrix; experience with VDI and cloud-based endpoint management.
Automation/Scripting: PowerShell, Bash, or Python.
Application packaging and management: Intune, patch management, MSI, scripting, and related tools; experience with AD/GP.
Experience with remote support tools and Azure AD/Group Policy.
Ability to lift and transport equipment and access various office areas as needed.
Occasional after-hours support for critical issues or scheduled maintenance.
Additional Information Version 1 offers a comprehensive benefits package, hybrid work options with business travel, private medical and life insurance, eye care coverage, and opportunities for certifications (AWS, Microsoft, Oracle, Red Hat). A Profit Share scheme distributes a portion of quarterly profits to employees, and Pathways Career Development Quarterly supports professional growth.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting

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