Lead Onsite IT Support Engineer

Job description

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.