Job Description
Role Summary
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.
We are looking for a skilled and results-oriented Onsite Support Analyst based in either Belfast or London. In this role, you will serve as the primary point of contact for technical support at our organisation's customer sites in either Dublin or London, as required.
The role is based in either Belfast or London, working remotely and supporting customers in Dublin and London. Occasional travel to customer sites will be required, when not providing remote support.
Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.
The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support.
Attendance at the relevant Version 1 office will be expected on an ad-hoc basis.
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 the ServiceNow ITSM or Customer systems.
* Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
* Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
* Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
* Contribute to the development and maintenance of the IT knowledge base.
* Deliver excellent customer service and build strong relationships with end-users.
* Monitor system performance and identify potential issues proactively.
* Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
* Monitor and manage system alerts to address potential issues before they escalate.
* Set up and configure new laptops, mobile devices, and peripherals.
* Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
* Manage user accounts, permissions, and access rights.
* Install, update, and patch software applications according to company policy.
* Maintain inventory of IT equipment and manage equipment lifecycle.
* Perform scheduled maintenance, such as software updates, patch installations, and backups.
* Support audio/visual equipment for meeting rooms and company events.
* Collaborate with other IT teams to address complex or recurring problems.
* Test business continuity measures, including disaster recovery plans, to ensure readiness.
* Review and refine service desk documentation and processes regularly for efficiency and accuracy.
* Participate in IT projects, such as system upgrades or deployments, when required.
* Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
* Participate in ongoing training and development to stay current with IT trends and technologies.
* Package and deploy routine security updates.
Qualifications
* Minimum of 2-5 years of experience in deskside support.
* Strong customer service orientation with excellent communication skills.
* Ability to explain technical concepts to non-technical users.
* Experience with service desk management tools (e.g., ServiceNow).
* Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
* Strong communication, interpersonal, and problem-solving abilities.
* Customer-focused mindset with a commitment to delivering high-quality support.
* Strategic thinking and decision-making.
* Ability to manage multiple priorities and meet deadlines.
* Adaptability to evolving technologies and processes.
* Strong analytical and reporting skills.
* Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
* Operating Systems: Expertise in Windows, macOS, and mobile OS platforms (Android/iOS)
* Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications
* Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including virtual desktop infrastructure (VDI) and cloud-based endpoint management
* Networking: Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls; often CCNA or equivalent certified
* Security & Compliance: Familiarity with endpoint protection tools (e.g. Sophos, Carbon Black), patching cycles, encryption, and identity/access management
* Automation & Scripting: Experience with PowerShell, Bash, or Python for automating tasks and managing configurations
* Application Packaging: Microsoft Intune: Knowledge and experience associated with Patch My PC, Windows Installer (MSI), PowerShell Scripting, InstallShield / WiX Toolset / AdminStudio, Linux & macOS, Mobile Platforms (iOS/Android), Active Directory & Group Policy
* Experience with remote support tools.
* Proficiency in Azure Active Directory and Group Policy Support.
* Ability to lift and transport equipment.
* Mobility to access various office areas, including under desks and in server/Comms rooms.
* May require occasional after-hours support for critical issues or scheduled maintenance.
Additional Information
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life.
We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.