ASPIRE GSC Onsite IT Support Engineer

Salary: £40,000 - 40,000 per year

Requirements:

• We require 2-5 years of experience in deskside support.
• We require strong customer service orientation with excellent communication skills.
• We require the ability to explain technical concepts to non-technical users.
• We require a strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• We require experience with service desk management tools such as ServiceNow.
• We require knowledge of ITIL frameworks and best practices; ITIL v4 certification is preferred.
• We require strong communication, interpersonal, and problem-solving abilities.
• We require a customer-focused mindset with a commitment to delivering high-quality support.
• We require strategic thinking and decision-making skills.
• We require the ability to manage multiple priorities and meet deadlines.
• We require adaptability to evolving technologies and processes.
• We require proficiency in Microsoft Office 365 support (M365 and O365).
• We require proficiency in Windows 10/11 operating systems and associated troubleshooting.
• We require proficiency in MacOS troubleshooting and support.
• We require security awareness and support knowledge, including MFA and phishing.
• We require proficiency in server interaction, including password resets and Active Directory tasks, along with hardware troubleshooting skills.
• We require experience with mobile device management tools.
• We require experience with remote support tools.
• We require understanding and working knowledge of asset management tools.
• We require understanding of basic networking concepts and associated troubleshooting, including TCP/IP, DNS, and DHCP.
• We require printer and scanner troubleshooting knowledge.
• We require knowledge of AWS and Azure fundamentals.
• We require proficiency in Azure Active Directory and Group Policy support.
• We require the ability to lift and transport equipment, including during installs, desk moves, and hardware deployment.
• We require mobility to access various office areas, including under desks and in server/communications rooms.
• We may require occasional after-hours support for critical issues or scheduled maintenance.

Responsibilities:

• We serve as the first point of contact for technical support via phone, email, or chat.
• We log and manage incidents, service requests, and queries in ServiceNow ITSM or customer systems.
• We perform initial triage, diagnosis, and troubleshooting for IT issues, including hardware, software, audio visual, and network problems.
• We ensure timely resolution of incidents in line with service level agreements.
• We maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• We contribute to the development and maintenance of the IT knowledge base.
• We deliver excellent customer service and build strong relationships with end users.
• We handle escalations calmly and professionally.
• We provide onsite presence and demonstrate end-user empathy.
• We provide VIP and executive support.
• We monitor system performance and identify potential issues proactively.
• We conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• We monitor and manage system alerts to address potential issues before they escalate.
• We set up and configure new laptops, mobile devices, and peripherals.
• We liaise with third-party suppliers, including couriers and vendors.
• We manage user accounts, permissions, and access rights.
• We install, update, and patch software applications according to company policy.
• We maintain inventory of IT equipment and manage equipment lifecycle.
• We perform scheduled maintenance, such as software updates, patch installations, and backups.
• We support audio/visual equipment for meeting rooms and company events.
• We collaborate with other IT teams to address complex or recurring problems and escalate to L2/L3 support teams.
• We test business continuity measures, including disaster recovery plans, to ensure readiness.
• We collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• We participate in ongoing training and development to stay current with IT trends and technologies.
• We package and deploy routine security updates.

Technologies:

• AWS
• Active Directory
• Azure
• Hardware
• Support
• ITIL
• ITSM
• macOS
• Mobile
• Network
• Office 365
• Oracle
• OutSystems
• Security
• ServiceNow
• Snowflake
• TCP/IP
• Windows
• Cloud
• AI
• Embedded
• Microsoft 365

More:

We are partnering directly with Version 1 to hire for this role. Version 1 has celebrated 30 years in business and is trusted by global brands to deliver technology and transformation solutions that drive customer success. We work with leading technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake. We are an award-winning employer with 3,300 employees, €350m/£300m revenue, and recognition as a Great Place to Work in Ireland and the UK, as well as Best Workplace for Women and Best Workplace for Wellbeing. Our ASPIRE Global Service Centre is the central hub of our Service Management operations, supporting self-service and automation with ServiceNow ITSM at the heart of our managed services offering. This onsite role is based in Dublin, Republic of Ireland, and includes a comprehensive benefits package covering profit share, career progression, flexible working, financial wellbeing, wellbeing support, generous leave, educational assistance, certifications, and inclusion-focused initiatives.

last updated 34 week of 2026