BNY·BFSI·4 days ago
4 days ago
Lead Onsite IT Support Engineer
Sign up free to see how well your resume matches this role.
What you'll do
- Provide advanced onsite 2nd line technical support for end users in the Dublin office, ensuring rapid issue diagnosis and resolution.
- Act as the senior escalation point for complex deskside, endpoint, and site technology issues, including high-priority or high-impact incidents.
- Lead resolution efforts across resolver groups and support teams, keeping users informed through to completion.
- Oversee device provisioning, deployment, asset tracking, and lifecycle management from new starter to leaver.
- Ensure accurate and timely updates in ticketing and asset systems, supporting data quality and operational control.
- Support process improvement, documentation, and knowledge article creation to improve service consistency and user experience.
- Drive service improvement through trend analysis and reduction of repeat incidents.
- Provide technical leadership, coaching, and guidance to junior engineers and peers.
- Build strong stakeholder relationships and deliver a high-quality support experience aligned to business needs.
- Ensure all activities comply with BNY policies, standards, and controls.
What they're looking for
- Bachelor’s degree in a related discipline or equivalent work experience required.
- Experience in technical support, deskside support, or end-user services.
- Experience in a senior or lead support capacity, with proven ability to handle technical escalations and incident resolution.
- Strong experience in onsite/deskside and 2nd line support environments, including endpoint support and user device management.
- Experience mentoring junior team members or leading local support activities.
- Excellent stakeholder management and customer service skills.
- Strong understanding of asset governance, operational processes, and support documentation practices.
- A proactive, ownership-driven approach to service improvement and operational excellence.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
We’re seeking a future team member for the role of Lead Onsite IT Support Engineer to join our Technology / End User Services team. This role is located in Dublin.
In this role, you’ll make an impact in the following ways:
- Provide advanced onsite 2nd line technical support for end users in the Dublin office, ensuring rapid issue diagnosis and resolution.
- Act as the senior escalation point for complex deskside, endpoint, and site technology issues, including high-priority or high-impact incidents.
- Lead resolution efforts across resolver groups and support teams, keeping users informed through to completion.
- Oversee device provisioning, deployment, asset tracking, and lifecycle management from new starter to leaver.
- Ensure accurate and timely updates in ticketing and asset systems, supporting data quality and operational control.
- Support process improvement, documentation, and knowledge article creation to improve service consistency and user experience.
- Drive service improvement through trend analysis and reduction of repeat incidents.
- Provide technical leadership, coaching, and guidance to junior engineers and peers.
- Build strong stakeholder relationships and deliver a high-quality support experience aligned to business needs.
- Ensure all activities comply with BNY policies, standards, and controls.
To be successful in this role, we’re seeking the following:
- Bachelor’s degree in a related discipline or equivalent work experience required.
- Experience in technical support, deskside support, or end-user services.
- Experience in a senior or lead support capacity, with proven ability to handle technical escalations and incident resolution.
- Strong experience in onsite/deskside and 2nd line support environments, including endpoint support and user device management.
- Experience mentoring junior team members or leading local support activities.
- Excellent stakeholder management and customer service skills.
- Strong understanding of asset governance, operational processes, and support documentation practices.
- A proactive, ownership-driven approach to service improvement and operational excellence.
BFSI
Company
BNYBFSI
Dublin, Ireland
Company facts come from this company's own listings. We only show what the postings themselves carry.