L2 Onsite Support Analyst — VIP/Executive Friendly, Hybrid

Version 1; Dublin; Presencial; EUR 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid / Remote working flexibility

Great Place to Work recognition

Training budget for certifications

Maternity/paternity leave enhancements

Descripción de la vacante

Version 1's ASPIRE Global Service Centre is at the heart of our Managed Services, delivering service management, automation and continuous improvement for our customers in Dublin.

We are looking for an experienced L2 Onsite Support Analyst to provide hands-on technical support in a customer environment, troubleshooting Windows, Microsoft 365, hardware, software, and network issues while engaging VIP stakeholders.

Formación

• Solid experience in an L2/Second Line/Desktop/Onsite role.
• Strong Windows troubleshooting and administration.
• 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 ServiceNow ITSM.
• VIP/executive user support experience.
• 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.
• MacOS and Mobile Device Management experience.
• AV/meeting-room support experience.
• Experience within a managed services environment.

Responsabilidades

• 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.

Conocimientos

L2 Onsite Support

Windows Troubleshooting

Microsoft 365

Active Directory

Networking basics

MFA support

VIP support

ServiceNow

End-user devices

Herramientas

ServiceNow ITSM

MACOS

MDM

AV equipment

Descripción del empleo

Version 1's ASPIRE Global Service Centre is at the heart of our Managed Services, delivering service management, automation and continuous improvement for our customers in Dublin.

We are looking for an experienced L2 Onsite Support Analyst to provide hands-on technical support in a customer environment, troubleshooting Windows, Microsoft 365, hardware, software, and network issues while engaging VIP stakeholders.