At a Glance
- Tasks: Provide onsite IT support and resolve technical issues for colleagues and customers.
- Company: Join Version 1, a leading tech company with a strong focus on employee wellbeing.
- Benefits: Enjoy flexible working, competitive pay, and a range of wellness initiatives.
- Other info: Great opportunities for career growth and professional development await you.
- Why this job: Be the go-to tech hero, making a real difference in people's work lives.
- Qualifications: Experience in IT support and a passion for customer service are essential.
The predicted salary is between 29700 - 36300 £ per year.
Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
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 is 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.
The ideal candidate will play a pivotal role in resolving advanced technical issues, including Microsoft 365 and Windows operating systems environments whilst being proficient in security practices (i.e. MFA), MacOS, mobile device management, and remote support tools. This position requires outstanding problem-solving abilities, onsite presence, and customer empathy whilst being able to handle escalations calmly and professionally.
Key Responsibilities:
- Serve as the first point of contact for technical support via phone, email, or chat.
- Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
- Perform initial triage, diagnosis, and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
- Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Contribute to the development and maintenance of the IT knowledge base.
- Deliver excellent customer service and build strong relationships with end-users.
- Handling escalations calmly and professionally.
- Onsite presence and demonstrating end user empathy.
- Provision of VIP / Executive support.
- Monitor system performance and identify potential issues proactively.
- Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
- Monitor and manage system alerts to address potential issues before they escalate.
- Set up and configure new laptops, mobile devices, and peripherals.
- Liaise with 3rd party suppliers (i.e. Couriers, Vendors).
- Manage user accounts, permissions, and access rights.
- Install, update, and patch software applications according to company policy.
- Maintain inventory of IT equipment and manage equipment lifecycle.
- Perform scheduled maintenance, such as software updates, patch installations, and backups.
- Support audio/visual equipment for meeting rooms and company events.
- Collaborate with other IT teams to address complex or recurring problems / Escalation to L2/L3 support teams.
- Test business continuity measures, including disaster recovery plans, to ensure readiness.
- Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
- Participate in ongoing training and development to stay current with IT trends and technologies.
- Package and deploy routine security updates.
Qualifications Skills, Education & Qualifications:
- Minimum of 2-5 years of experience in deskside support.
- Strong customer service orientation with excellent communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
- Experience with service desk management tools (e.g., ServiceNow).
- Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
- Strong communication, interpersonal, and problem-solving abilities.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Strategic thinking and decision-making.
- Ability to manage multiple priorities and meet deadlines.
- Adaptability to evolving technologies and processes.
- Proficiency in Microsoft Office 365 Support (M365 & O365).
- Proficiency in Windows 10/11 Operating Systems and associated troubleshooting.
- Proficiency in MacOS troubleshooting and support.
- Security awareness and support (MFA, phishing).
- Proficiency in server interaction (password resets, AD tasks) / Hardware troubleshooting skills.
- Mobile Device management tools.
- Experience with remote support tools.
- Understanding and working knowledge of asset management tools.
- Understanding of basic networking concepts and associated troubleshooting (TCP/IP, DNS, DHCP).
- Printer & scanner troubleshooting.
- Knowledge of AWS and Azure fundamentals.
- Proficiency in Azure Active Directory and Group Policy Support.
- Ability to lift and transport equipment (logistics, i.e. installs, desk moves, hardware deployment).
- Mobility to access various office areas, including under desks and in server/Comms rooms.
- May require occasional after-hours support for critical issues or scheduled maintenance.
Additional Information:
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability. Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits. Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme. Flexible/remote working, Version 1 is tremendously understanding of life events and people's individual circumstances and offers flexibility to help achieve a healthy work-life balance. Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme. Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies. Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat. Reward schemes including Version 1's Annual Excellence Awards & Call-Out platform. Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
Version 1 is an equal opportunities employer. We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring. We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. We will consider all requests carefully, respectfully and confidentially.
ASPIRE GSC-Onsite IT Support Engineer in London employer: Hackajob Ltd
At loveholidays, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As a Product Designer, you'll have the opportunity to contribute to meaningful projects that enhance customer experiences while enjoying a range of benefits, including professional development opportunities and a supportive team environment in a vibrant location. Join us in our mission to make travel accessible for everyone and be part of a company that values your creativity and input.
StudySmarter Expert Advice🤫
We think this is how you could land ASPIRE GSC-Onsite IT Support Engineer in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hackajob Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hackajob Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hackajob Ltd!
✨Direct Apply to Hackajob Ltd
Let's not forget to apply directly through the Hackajob Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ASPIRE GSC-Onsite IT Support Engineer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hackajob Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hackajob Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hackajob Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
