{"id":1342093,"url":"https://alion.io/job/bny-lead-onsite-it-support-engineer","title":"Lead Onsite IT Support Engineer","company":{"id":1764503,"name":"BNY","domain":"bny.com","url":"https://alion.io/company/bny","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":109,"ghost_share":0,"stale_share":0.661,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-16T13:25:58Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-11-02T14:09:43Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"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.\nIn this role, you’ll make an impact in the following ways:\nProvide advanced onsite 2nd line technical support for end users in the Dublin office, ensuring rapid issue diagnosis and resolution.\nAct as the senior escalation point for complex deskside, endpoint, and site technology issues, including high-priority or high-impact incidents.\nLead resolution efforts across resolver groups and support teams, keeping users informed through to completion.\nOversee device provisioning, deployment, asset tracking, and lifecycle management from new starter to leaver.\nEnsure accurate and timely updates in ticketing and asset systems, supporting data quality and operational control.\nSupport process improvement, documentation, and knowledge article creation to improve service consistency and user experience.\nDrive service improvement through trend analysis and reduction of repeat incidents.\nProvide technical leadership, coaching, and guidance to junior engineers and peers.\nBuild strong stakeholder relationships and deliver a high-quality support experience aligned to business needs.\nEnsure all activities comply with BNY policies, standards, and controls.\nTo be successful in this role, we’re seeking the following:\nBachelor’s degree in a related discipline or equivalent work experience required.\nExperience in technical support, deskside support, or end-user services.\nExperience in a senior or lead support capacity, with proven ability to handle technical escalations and incident resolution.\nStrong experience in onsite/deskside and 2nd line support environments, including endpoint support and user device management.\nExperience mentoring junior team members or leading local support activities.\nExcellent stakeholder management and customer service skills.\nStrong understanding of asset governance, operational processes, and support documentation practices.\nA proactive, ownership-driven approach to service improvement and operational 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