Global Service Centre – Onsite Support Analyst (Microsoft 365)

Location: Dublin, County Dublin, Ireland; hybrid workplace with onsite support in Dublin

Company

hirify.global is a technology services and digital transformation partner delivering cloud, data and AI, enterprise applications, digital transformation and managed services for public sector, financial services and commercial organisations.

What you will do

• Provide L2 onsite technical support in a customer environment and own incidents through resolution.
• Troubleshoot Windows, Microsoft 365, hardware, software, networking and connectivity issues.
• Support Active Directory, user accounts, permissions, access management, MFA, macOS, mobile devices and endpoint management.
• Configure and deploy laptops, mobile devices and peripherals; perform software installations, patching, health checks and proactive monitoring.
• Support VIP and executive users, meeting-room AV and collaboration technology, and escalate complex issues to L3 or specialist teams.
• Manage incidents and service requests in ServiceNow ITSM within agreed SLAs, while maintaining technical documentation and knowledge articles.

Requirements

• Solid experience in an L2, Second Line, Desktop Support or Onsite Support role.
• Strong Windows troubleshooting and administration experience, plus strong working knowledge of Microsoft 365.
• Hands-on Active Directory experience covering users, permissions and access.
• Good understanding of networking fundamentals and connectivity troubleshooting.
• Experience with MFA and security-related user support, an ITSM or ticketing platform, ideally ServiceNow, and hardware and end-user device troubleshooting.
• Confidently support VIP and executive users in a customer-facing environment.
• Independently troubleshoot technical issues and determine when L3 escalation is required.
• Strong customer service, communication and problem-solving skills.
• Comfortable providing onsite support in Dublin.

Nice to have

• macOS and Mobile Device Management experience.
• AV or meeting-room support experience.
• Experience in a managed services environment.

Culture & Benefits

• Hybrid and remote working flexibility alongside onsite customer support requirements.
• Pension, private healthcare, life assurance and quarterly performance-related profit share.
• Career progression, leadership support, mentorship, Pathways Career Development reviews and a significant training budget for certifications and further education.
• Recognition through Annual Excellence Awards and the Call-Out platform.
• Enhanced maternity and paternity leave, ESG and CSR initiatives, and diversity, inclusion and belonging programmes.
• Certified Great Place to Work for more than 10 years.

Hiring process

• Applications are handled by the internal recruitment team; agency candidates are not accepted.