Onsite IT Support Analyst – VIP & Remote Friendly

Version 1

Dublin

On-site

EUR 42,000 - 56,000

Full time

6 days ago

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Benefits offered by this job

Quarterly profit sharing

Career progression & mentoring

Flexible/remote working

Private healthcare

Job summary

Version 1 is seeking an Onsite Support Analyst to join our Dublin-based ASPIRE Global Service Centre. You will be the primary point of contact for local technical support at client sites, delivering prompt, professional assistance and ensuring productive IT environments.

The role emphasizes Microsoft 365, Windows environments, MFA security practices, MacOS, and remote support tools with a strong focus on customer empathy and timely incident resolution. Onsite presence is essential.

Qualifications

Minimum of 2-5 years of deskside support experience.
Excellent customer service orientation and communication skills.
Ability to explain technical concepts to non-technical users.
Strong understanding of IT infrastructure, systems and troubleshooting methodologies.
Experience with ServiceNow and ITIL practices preferred.

Responsibilities

Serve as the first point of contact for technical support via phone, email, or chat.
Deliver excellent customer service and build strong relationships with end-users.
Handle escalations calmly and professionally.
Onsite presence and end-user empathy at client sites.
Provision and support VIP/Executive users as needed.
Log and manage incidents and service requests in ServiceNow/ITSM systems.
Perform initial triage, diagnosis and troubleshooting for IT issues.
Ensure timely resolution in line with SLAs.
Maintain documentation of incidents, resolutions, and steps taken.
Collaborate with IT teams to address recurring problems and escalate to L2/L3 when needed.