2nd Line Support Analyst - Dublin Airport

ESP Global Services; Dublin; On-site; EUR 35,000 - 48,000; Full time

Job summary

ESP Global Services is seeking a 2nd Line Support Analyst to join our team at Dublin Airport. You will provide professional IT support and take ownership of tickets from logging to resolution in a busy airport environment.

Ideal candidates have 2+ years in customer-facing roles, strong communication skills and a solid knowledge of Microsoft Office. The role requires flexibility to work early and late shifts within a rotating pattern.

Qualifications

• 2+ years in a customer-facing role.
• Proficient in Microsoft Office products.
• Strong organisational, troubleshooting and problem-solving abilities.
• Self-motivated and quick to learn new technologies and processes.
• Excellent verbal and written communication skills.
• Process-driven with ability to identify improvements.
• Strong interpersonal skills and confidence communicating with stakeholders at all levels.
• Calm and professional under pressure.

Responsibilities

• Respond to customer calls and emails, log tickets and diagnose issues.
• Apply priority, SLA and category to tickets accurately.
• Capture clear details of reported issues.
• Own tickets and provide regular updates through resolution.
• Liaise with partners and engineers to progress tickets on time.
• Monitor open tickets and follow up for updates.
• Maintain ticket records and ensure resolution is reached.
• Deliver high standards of customer service and support quality.

Skills

Customer service

MS Office

Organisational skills

Troubleshooting

Learning mindset

Verbal & written communication

Process improvement

Interpersonal skills

Tools

Microsoft Office Suite

Job description

Brief Description

2nd Line Support Analyst – Dublin Airport

Brief Description

2nd Line Support Analyst – Dublin Airport

Location: Dublin Airport

Contract: Permanent

Work Schedule: Monday to Friday, rotating shifts:

Early: 07:00 – 15:30

Late: 09:30 – 18:00

Rotating 2 weeks early / 2 weeks late

About ESP Global Services

ESP Global Services is a leading global provider of technology support and managed services, delivering critical IT and infrastructure solutions across multiple industries worldwide.

We are seeking a 2nd Line Support Analyst to join our team at Dublin Airport. You will provide professional and responsive IT support to customers and end users, taking ownership of tickets from initial logging through to resolution.

This is a customer-focused role requiring strong communication, organisation and problem-solving skills, with the opportunity to develop your technical expertise within a critical airport environment.

Key Responsibilities

• Respond to customer calls and emails, accurately log tickets and perform initial fault diagnosis.
• Assess and apply the correct priority, SLA and category to each ticket.
• Capture clear and comprehensive details of reported issues.
• Take ownership of customer tickets and provide regular updates throughout their lifecycle.
• Liaise with partners, technical teams and engineers to ensure tickets are accepted and progressed within agreed timescales.
• Monitor outstanding tickets and proactively follow up for updates.
• Maintain accurate ticket records and ensure issues are progressed through to successful resolution.
• Deliver consistently high standards of customer service and contribute to an excellent customer experience.

Requirements

Skills & Experience

• 2+ years’ experience in a customer-facing or customer service role.
• Good working knowledge of Microsoft Office products.
• Strong organisational, troubleshooting and problem-solving skills.
• Self-motivated, adaptable and willing to learn new technologies and processes.
• Excellent verbal and written communication skills.
• Process-driven with the ability to identify opportunities for improvement.
• Excellent interpersonal skills and confidence communicating with customers and stakeholders at all levels.
• Strong customer-focused approach with the ability to remain calm and professional under pressure.

Shift Pattern

This role supports a critical airport operation and requires flexibility to work the agreed rotating early and late shift pattern.

Candidates must be comfortable working both shifts and understand that operational requirements may occasionally require additional flexibility to maintain service continuity.

Security & Airside Requirements

Due to airport security and airside access requirements, successful candidates must be capable of obtaining and maintaining the required airport security pass.

Applicants must be able to provide a fully verifiable five-year employment, education and address history. Any significant unexplained gaps, or periods that cannot be satisfactorily evidenced through references or supporting documentation, may affect eligibility for airport security clearance and airside access.

Why Join ESP Global Services?

Join a supportive team delivering IT services within a critical airport environment, with opportunities to strengthen your technical expertise, develop your customer-service skills and progress your IT career.

You’ll gain valuable experience supporting a complex operational environment where reliable technology and excellent customer service are essential.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an Equal Opportunity Employer.