Onsite Support Technician

Location: Dublin – Onsite

We are hiring for an Onsite Support Technician, based onsite in Dublin, working with a Healthcare / Medical Organisation. This position offers an opportunity to expand your technical expertise, deepen your understanding of enterprise support operations, and take on a highly visible role within the Smart Spot walk‑up IT service desk. This role is well‑suited for colleagues who thrive in a hands‑on technical environment, enjoy solving complex issues, and are looking to broaden their experience across multiple platforms, tools, and support functions.

Role Overview

The Onsite Support Technician receives, investigates, and resolves incident tickets for both local and remote users. Working primarily at the Smart Spot walk‑up desk, you will provide direct end‑user support, troubleshoot a wide range of technical issues, collaborate with peers, and ensure timely resolution within established service levels.

Key Responsibilities

• Maintain consistent onsite availability for the walk‑up support desk.
• Handle incident tickets, diagnose issues, and deliver effective resolutions.
• Perform security‑restricted processes as required.
• Collaborate with peers and build strong relationships across support teams.
• Develop proficiency in organisation‑supported hardware, software, and systems.
• Support desktop environments, including installs, upgrades, hardware replacement, data backup/restore, and configuration.
• Perform preventative maintenance on local IT assets.
• Document solutions and contribute to knowledgebase improvements.
• Educate end users to self‑resolve issues when appropriate.
• Analyse incident trends and recommend opportunities to reduce repeat issues.
• Identify ways to reduce overall ticket lifecycle time and improve workflow efficiency.
• Alert management to emerging trends or high‑impact incidents.
• Manage incoming work through Smart Spot walkups, direct calls, queues, ServiceNow, chat tools, and email.
• Escalate to 3rd‑level support or SMEs when necessary.
• Follow up with end users to confirm full resolution.