Global Service Centre – Onsite Support Analyst
Core
L2 Onsite Support Analyst providing hands-on technical support, troubleshooting, and escalation management for end-users in a customer environment.
Role type
Senior IC desktop support analyst (L2)
Builds
IT support services for end-users, VIPs, and executives within a customer's Dublin office.
Domain
IT Services / Managed Services / Digital Workplace
Required skills
L2/Second-line support, Windows troubleshooting, Microsoft 365 administration, Active Directory management, networking fundamentals, MFA/security support, ITSM (ServiceNow), hardware troubleshooting, VIP/executive support
Preferred skills
MacOS support, Mobile Device Management, AV/meeting-room support, Managed Services environment experience
Technologies
Windows, Microsoft 365, Active Directory, ServiceNow, MacOS, MFA
Responsibilities
Provide L2 onsite technical support and own incidents to resolution; Troubleshoot Windows, M365, hardware, software, and network issues; Manage user accounts, permissions, and access in Active Directory; Configure and deploy laptops, mobile devices, and peripherals; Support meeting-room AV and collaboration technology; Manage incidents and service requests via ServiceNow within SLAs; Escalate complex issues to L3 teams; Maintain technical documentation.
Seniority
Senior, hands-on IC