Lead Onsite IT Support Engineer

BNY; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

BNY seeks a Lead Onsite IT Support Engineer in Dublin to join the End User Services team. You’ll deliver advanced onsite 2nd line support, act as the senior escalation point, and lead resolution across groups while mentoring junior engineers.

You’ll oversee device provisioning, asset tracking, and lifecycle management, ensuring data quality in ticketing systems and driving improvements aligned to business objectives.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Experience in technical support, deskside support, or end-user services.
• Experience in a senior or lead capacity handling escalations and incidents.
• Strong onsite/deskside and 2nd line support experience with device management.
• Mentoring junior team members and leading local support activities.

Responsibilities

• Provide advanced onsite 2nd line technical support for Dublin end users.
• Act as senior escalation point for complex desk-side and site issues.
• Lead resolution efforts across teams and keep users informed to completion.
• Oversee device provisioning, deployment, asset tracking and lifecycle management.
• Maintain accurate updates in ticketing and asset systems for data quality.
• Support process improvements, documentation and knowledge articles.
• Drive service improvements through trend analysis and fewer repeats.
• Provide technical leadership and coaching to junior engineers.
• Build strong stakeholder relationships and deliver high-quality support.

Skills

Onsite support

2nd line

Leadership

Stakeholder mgmt

Coaching

Education

Bachelor's degree

Tools

Ticketing systems

Asset management

Job description

Job Description

We’re seeking a future team member for the role of Lead Onsite IT Support Engineer to join our Technology / End User Services team. This role is located in Dublin.

In this role, you’ll make an impact in the following ways:

• Provide advanced onsite 2nd line technical support for end users in the Dublin office, ensuring rapid issue diagnosis and resolution.
• Act as the senior escalation point for complex deskside, endpoint, and site technology issues, including high-priority or high-impact incidents.
• Lead resolution efforts across resolver groups and support teams, keeping users informed through to completion.
• Oversee device provisioning, deployment, asset tracking, and lifecycle management from new starter to leaver.
• Ensure accurate and timely updates in ticketing and asset systems, supporting data quality and operational control.
• Support process improvement, documentation, and knowledge article creation to improve service consistency and user experience.
• Drive service improvement through trend analysis and reduction of repeat incidents.
• Provide technical leadership, coaching, and guidance to junior engineers and peers.
• Build strong stakeholder relationships and deliver a high-quality support experience aligned to business needs.
• Ensure all activities comply with BNY policies, standards, and controls.

To be successful in this role, we’re seeking the following:

• Bachelor’s degree in a related discipline or equivalent work experience required.
• Experience in technical support, deskside support, or end-user services.
• Experience in a senior or lead support capacity, with proven ability to handle technical escalations and incident resolution.
• Strong experience in onsite/deskside and 2nd line support environments, including endpoint support and user device management.
• Experience mentoring junior team members or leading local support activities.
• Excellent stakeholder management and customer service skills.
• Strong understanding of asset governance, operational processes, and support documentation practices.
• A proactive, ownership-driven approach to service improvement and operational excellence.

About Us

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary.

About The Team

At BNY, our culture speaks for itself, check out the latest BNY news at: BNY Newsroom & BNY LinkedIn

Here’s a Few Of Our Recent Awards

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

Our Benefits And Rewards

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.