Onsite Support Analyst

Company Description

Version 1 is a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global and private brands.

We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do.

Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to truly understand the unique challenges they face.

Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation.

Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.

Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience.

Job Description

• Onsite rotational role, Dublin, RoI
• Full time position – 08:00hrs to 18:00hrs working days except RoI Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.
• Department: ASPIRE Managed Services 
• Practice: Services Reliability Group 

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 Dublin, Republic of Ireland. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer sites. 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.

The role is Customer site based in Dublin within a team operating a rotational support system where you will be rotating on a weekly basis, and covering early and late support between 08:00hrs and 18:00hrs local time. During the rotational support rotor, you will also spend time working from home or in the Version 1 offices when not on a Customer site.

Key Respo