Global Service Centre – Onsite Support Analyst

Version 1 is a trusted technology services and digital transformation partner, helping organisations innovate, modernise and maximise the value of their technology investments. Our expertise spans cloud, data & AI, enterprise applications, digital transformation and managed services, supporting leading public and private sector organisations.

At the heart of our Managed Services capability is the Service Reliability Group (SRG), delivering business-critical services across:

• Application Managed Services
• Cloud Management & Optimisation (Azure, AWS and OCI)
• Infrastructure & Database Managed Services
• Digital Workplace & Service Desk Operations

Through our ASPIRE Managed Services Framework, SRG combines AI, automation, technical expertise and continuous improvement to help customers improve service performance, resilience and business value.

Supporting customers across public sector, financial services and commercial organisations, our teams manage and optimise complex, business-critical technology environments while continually improving the services we deliver.

Role Overview

Our ASPIRE Global Service Centre is at the heart of Version 1’s Managed Services offering, providing service management, operational support, automation and continuous improvement for our customers.

We are looking for an experienced L2 Onsite Support Analyst to provide hands-on technical support within a customer environment in Dublin.

This is a customer-facing role suited to someone with strong second-line support experience who is comfortable independently troubleshooting more complex end-user, hardware, software, Microsoft 365, Windows, network and workplace technology issues.

You will act as a key onsite escalation point, taking ownership of technical issues through to resolution while providing a professional and personable service to end users, including VIP and executive stakeholders.

You will :

• 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.

Must have:

• Solid experience in an L2 / Second Line / Desktop Support / Onsite Support role.
• Strong Windows troubleshooting and administration experience.
• 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 an ITSM/ticketing platform, ideally ServiceNow.
• Strong hardware and end-user device troubleshooting skills.
• Confident supporting VIP/executive users in a customer-facing environment.
• 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.

Desirable:

• MacOS and Mobile Device Management experience.
• AV/meeting-room support.
• Experience within a managed services environment.

Why Version 1

• Be part of a global Oracle practice of 700+ specialists
• Over 500+ certified professionals across the entire Oracle ecosystem
• Work on large-scale, multi-pillar enterprise Oracle Cloud programmes
• Work with a high-performing, collaborative Oracle practice
• Oracle Innovation Partner of the Year 2023 (EMEA)
• We provide end-to-end Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services
• Our expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients
• Join an award-winning consultancy recognised for innovation and delivery excellence
• Clear career progression, strong leadership support, and genuine investment in your growth
• A culture that values expertise, autonomy, and doing things properly
• Strong career progression & mentorship through our Strength in Balance and leadership programmes, including quarterly Pathways Career Development reviews.
• Significant training budget for certifications and further education.
• Version 1 Annual Excellence Awards & Call-Out recognition platform celebrating achievement.
• Moments that matter & enhanced maternity/paternity leave policies to support your journey.
• Active ESG & CSR initiatives, allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes.

Benefits include:

• Quarterly performance-related profit share
• Hybrid / Remote working flexibility
• Pension, private healthcare, life assurance cover
• Certified Great Place to Work for 10+ years running

If you’re an experienced Service Desk Analyst who enjoys solving technical problems, supporting customers and developing your skills in a modern Managed Services environment, we’d love to hear from you.

Malti Sharma, Senior Talent Acquisition Consultant - Enterprise Applications & SRG

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We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers

Please note: We have an internal recruitment team and do not accept agency candidates. If you want to join the team here at Version 1, get in touch with us directly!