IT Support Engineer

Salary: £49,000 - 66,000 per year

Requirements:

• We require 2-5 years of experience in deskside support.
• We require strong customer service skills with excellent communication and interpersonal abilities.
• 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 prefer knowledge of ITIL frameworks and best practices; ITIL v4 certification is preferred.
• We require a customer-focused mindset and a commitment to delivering high-quality support.
• We require strategic thinking, sound decision-making, and the ability to manage multiple priorities and deadlines.
• We require adaptability to evolving technologies and processes.
• We require proficiency in Microsoft 365 support.
• 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 experience, including MFA and phishing.
• We require proficiency in server interaction, including password resets and Active Directory tasks, as well as hardware troubleshooting skills.
• We require experience with mobile device management tools and remote support tools.
• We require 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 experience.
• 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 for installs, desk moves, and hardware deployment.
• We require mobility to access various office areas, including under desks and in server and comms 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 support and show empathy to end users.
• 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 the 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 when needed.
• 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:

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

More:

We are Version 1, a trusted technology and transformation partner with 30 years in business, supporting global brands through deep expertise, innovation, and strong partnerships with leading technology vendors including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake. Our ASPIRE Global Service Centre is the central hub of our Service Management operations and plays a core role in our Managed Services offering, with a focus on AI, continuous improvement, business innovation, self-service, and automation through ServiceNow ITSM. We are an award-winning employer with a people-first culture, a strong focus on wellbeing, professional growth, and inclusion, and we offer a comprehensive benefits package including profit share, career development support, flexible working, financial wellbeing benefits, healthcare, wellbeing programmes, generous leave, certifications, and more. This onsite support role is based in Dublin, Republic of Ireland.

last updated 34 week of 2026