Onsite Support Engineer

Company Overview

Version 1 celebrates 30 years of delivering technology and transformation solutions to global brands, partnering with industry leaders such as Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake. With over 3,300 employees and substantial revenue, the company is recognised for its inclusive culture, being a Great Place to Work for over a decade and acknowledged for wellbeing and gender diversity.

Role Overview

The Onsite Support Engineer acts as the main technical resource for onsite customer support in Dublin, Ireland, providing prompt resolution of IT issues to maintain seamless operations. This role focuses on excellent customer service, technical troubleshooting, and maintaining IT infrastructure, including support for Microsoft 365, Windows, MacOS, security protocols like MFA, mobile device management, and remote support technologies.

Key Responsibilities

• Act as the initial contact for technical support via phone, email, or chat.
• Deliver exceptional customer service and foster strong user relationships.
• Manage escalations calmly and professionally onsite, demonstrating empathy.
• Provide VIP and executive-level support as required.
• Log and track incidents, service requests, and queries using ServiceNow ITSM tools.
• Perform diagnostics and troubleshooting for hardware, software, network, and audio-visual issues.
• Ensure incidents are resolved within agreed Service Level Agreements.
• Maintain detailed records of incidents and resolution processes.
• Support and contribute to a growing IT knowledge base.
• Monitor system performance and proactively identify potential problems.
• Conduct routine system health checks and respond to system alerts effectively.
• Deploy and configure new laptops, mobile devices, and peripherals.
• Communicate with third-party vendors and couriers as needed.
• Manage user accounts, permissions, and access rights efficiently.
• Install, update, and patch software following company policies.
• Maintain an inventory of IT equipment and oversee lifecycle management.
• Perform scheduled maintenance tasks such as software patches and backups.
• Support audiovisual setups for meetings and company events.
• Collaborate with other IT teams for complex issues and escalate to higher support levels as needed.
• Test and ensure preparedness for business continuity and disaster recovery plans.
• Engage in continuous professional development to keep up-to-date with IT trends.

Qualifications and Skills

• Between 2 and 5 years of deskside support experience.
• Excellent communication and customer service skills, including the ability to explain technical concepts clearly.
• Strong foundation in IT infrastructure, systems troubleshooting, and best practices.
• Experience with ServiceNow or similar ITSM tools.
• Understanding or certification in ITIL frameworks (ITIL v4 preferred).
• Proficient in Microsoft Office 365 and support for Windows 10/11 environments.
• Knowledgeable in MacOS support and security protocols such as MFA and phishing awareness.
• Skilled in server management tasks like password resets and Active Directory.
• Experience with mobile device management and remote support tools.
• Basic networking understanding (TCP/IP, DNS, DHCP) and printer/scanner troubleshooting.
• Familiarity with AWS and Azure fundamentals, including Azure Active Directory and Group Policy support.
• Physically capable of moving and installing hardware and accessing various office spaces.
• Willingness to provide occasional after-hours support for critical issues.

Additional Information & Benefits

• Competitive salary range between €35,000 and €43,000 annually.
• Participation in quarterly profit-sharing schemes.
• Structured career development, mentorship programs, and leadership pathways.
• Flexible working arrangements with remote options to support work-life balance.
• Comprehensive financial wellbeing benefits including pension contributions, private healthcare, life insurance, and financial advising.
• Wellbeing initiatives such as gym discounts, fitness classes, mindfulness workshops, and employee assistance programs.
• Generous leave entitlements including 24 holidays plus public holidays and enhanced family leave policies.
• Support for professional certifications in areas such as AWS, Microsoft, Oracle, and Red Hat.
• Recognition programs like annual excellence awards and quarterly star awards.
• Inclusive and diverse workplace culture with emphasis on accessibility and equal opportunities.

Version 1 is committed to providing a supportive recruitment process and workplace environment that values diversity, inclusion, and respect for all individuals. Reasonable accommodations are available throughout recruitment upon request.