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    • Experience in technical support, deskside support, or end-user services.
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    • View all The Bank of New York Mellon Corporation jobs - Dublin jobs - IT Support jobs in Dublin, County Dublin
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    • Mentor junior support engineers through training, and coaching.
    • A minimum of 3 years of experience in a professional enterprise level technical support role.

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Lead Onsite IT Support Engineer
The Bank of New York Mellon Corporation
·
3.4
Dublin, County Dublin
Full-time
Apply on company site

Job details

Pay information not provided
Full-time
Dublin, County Dublin

Full 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.
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