Onsite Support Analyst, ASPIRE Global Service Centre

Salary: £49,000 - 66,000 per year

Requirements

• 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
• 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
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies
• Expertise in Windows, macOS, and mobile OS platforms (Android/iOS)
• Proficiency in Azure, AWS, VMware, and Citrix environments
• Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls; CCNA or equivalent preferred
• Familiarity with endpoint protection tools and patching cycles
• Experience with PowerShell, Bash, or Python for automation
• Knowledge of Microsoft Intune, Active Directory, and Group Policy
• Ability to lift and transport equipment
• Flexibility to provide after-hours support when necessary

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, 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
• Monitor system performance and identify potential issues proactively
• Conduct routine health checks of systems, applications, and networks
• Set up and configure new laptops, mobile devices, and peripherals
• Liaise with 3rd party suppliers as needed
• Manage user accounts, permissions, and access rights
• Install, update, and patch software applications according to company policy
• Perform scheduled maintenance such as software updates and backups
• Support audio/visual equipment for meetings and events
• Participate in IT projects and collaborate with other IT team members
• Engage in ongoing training and development to stay current with IT trends and technologies

Technologies

• AWS
• Active Directory
• Android
• Azure
• Bash
• Citrix
• Hardware
• Support
• ITIL
• ITSM
• macOS
• Microsoft Intune
• Mobile
• Network
• PowerShell
• Python
• ServiceNow
• TCP/IP
• VMware
• Windows
• iOS
• Cloud
• AI
• Embedded
• Linux
• Oracle
• OutSystems
• Security
• Snowflake
• Wix

More

At Version 1, we have celebrated 30 years in business, partnering with global brands to deliver technology and transformation solutions. Our ASPIRE Global Service Centre is the core of our Service Management operations, utilizing advanced technologies and processes. We foster a culture of strong partnerships and are recognized as a Great Place to Work for our commitment to employees and inclusivity. We offer flexible and remote working options, generous benefits including comprehensive health plans, career development programs, and a supportive environment that values diversity. Join us in Belfast to support customers in Dublin and London, with the opportunity for occasional travel.

last updated 15 week of 2026