To provide effective, secure ICT support services to AirNav Ireland users and business functions. The ICT Analyst delivers frontline, Level 1 and Level 2 technical support; administers on-premises and cloud services; supports Microsoft 365, Azure and Microsoft Entra ID; maintains ICT infrastructure and end-user computing services; and contributes to cybersecurity, service improvement and ICT projects. The role operates within approved governance frameworks, time, quality and budget requirements.
Scope of the Role
The role is a broad enterprise ICT support and administration position spanning user-facing support, service desk operations, endpoint services, Microsoft platforms, on-premises infrastructure, identity and access management, networking, cybersecurity, technical documentation, supplier liaison and project delivery. The postholder is expected to resolve issues at the appropriate support level, escalate effectively, protect service continuity and communicate clearly with both technical and non-technical stakeholders.
Main Duties and Responsibilities
Frontline User Support, Service Desk and Level 1 Support
- Act as a professional first point of contact for ICT incidents, service requests, access requests and user queries received by telephone, portal, email, Teams, walk-up or other approved channels.
- Log, categorise, prioritise, own and progress tickets in the approved service management platform, maintaining clear and timely records throughout the ticket lifecycle.
- Provide Level 1 diagnosis and resolution for common hardware, software, account, printing, connectivity, collaboration, telephony, mobile device and peripheral issues.
- Support users at AirNav Ireland locations and remote workers through approved remote-support tools and onsite assistance.
- Provide clear user guidance for Microsoft 365 applications, Windows, browsers, business applications and approved mobile services.
- Perform password resets, account unlocks, MFA registration support and standard access remediation in accordance with approved identity verification and access procedures.
- Prepare, deploy, replace, recover and troubleshoot laptops, desktops, monitors, printers, headsets, mobile devices and associated peripherals.
- Maintain ownership of assigned incidents and requests, keep users informed, meet applicable service targets and confirm satisfactory resolution before closure.
- Identify recurring incidents, knowledge gaps and training needs, and contribute solutions, knowledge articles and user communications.
- Undertake advanced diagnosis and resolution of incidents escalated from Level 1 support or identified through monitoring and operational activity.
- Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, endpoint, network, authentication, application and infrastructure issues using appropriate technical and administrative tools.
- Analyse logs, alerts, configuration, performance and dependency information to identify root cause or determine the most effective escalation route.
- Coordinate with internal technical specialists, system owners, cybersecurity personnel, application teams and external suppliers where third-line or specialist intervention is required.
- Create technically complete escalations that include business impact, troubleshooting performed, evidence, timestamps, affected services and current workaround status.
- Contribute to problem management, root cause analysis, known-error records, post-incident reviews and permanent corrective actions.
- Provide planned out-of-hours, on-call or weekend support where required by operational arrangements.
- Administer and support the Microsoft 365 tenant and associated services in accordance with approved roles, policies and change controls.
- Provide administration and Level 1/Level 2 support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft 365 Apps and related services.
- Support mailbox, distribution list, shared mailbox, Teams, SharePoint site, OneDrive, permissions, sharing and collaboration issues.
- Monitor Microsoft 365 service health and operational alerts, assess user impact and communicate or escalate appropriately.
- Assist with tenant configuration, feature deployment, update readiness, licensing allocation, licence optimisation and service adoption.
- Support approved governance controls for guest access, external sharing, application consent, retention, information protection and collaboration.
- Use PowerShell, Microsoft Graph and approved automation tools to improve administration, reporting and repeatability where appropriate.
- Create and maintain tenant configuration records, standard operating procedures, support documentation and evidence required for audit or review.
- Administer users, groups, enterprise applications, service principals and assigned administrative roles in Microsoft Entra ID and hybrid identity services.
- Support the joiner, mover and leaver lifecycle, ensuring identity and access changes are authorised, accurate, timely and traceable.
- Administer and troubleshoot authentication, single sign-on, MFA, self-service password reset, device identity and access issues.
- Support implementation, testing and monitoring of Conditional Access policies under approved governance and change control.
- Administer user access rights and role assignments associated with RBAC, privileged access and identity governance standards.
- Support identity governance activities including access reviews, entitlement reviews, inactive account review and privileged access monitoring.
- Monitor identity-related alerts, risky sign-ins and suspicious authentication activity, and escalate or respond in accordance with incident procedures.
- Maintain emergency access, administrative account and service account controls in accordance with approved standards.
- Provide operational support for Microsoft Azure services within the responsibilities assigned to the ICT function.
- Assist with Azure subscription, resource group, access, policy, monitoring, tagging, cost-awareness and governance activities.
- Support Azure-hosted virtual machines, storage, networking, backup, monitoring and related services where deployed.
- Apply approved RBAC, security, logging, backup, resilience and configuration standards to cloud resources.
- Participate in cloud migrations, service onboarding, technical assurance and operational handover activities.
- Investigate cloud service incidents and coordinate escalation to service owners, suppliers or Microsoft support where required.
- Administer and support day to day operation of assigned infrastructure including Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate, file, print and related infrastructure services within delegated authority and documented procedures.
- Support hybrid integration between on-premises Active Directory and Microsoft Entra ID, including identity synchronisation and authentication dependencies.
- Perform user, group, computer, shared resource and permissions administration in accordance with approved access controls.
- Support server, storage, virtualisation and backup platforms, including monitoring, routine checks, restore requests and incident resolution.
- Apply approved security hardening, anti-malware, encryption, patching and configuration standards to desktop and server platforms.
- Support business continuity, disaster recovery, backup validation, technical recovery testing and service restoration activities.
- Maintain accurate configuration, asset, warranty, location, ownership and lifecycle records for ICT equipment and systems.
- Build, configure, deploy and support Windows endpoints and approved applications using current enterprise management tools.
- Administer endpoint compliance, configuration profiles, software deployment, update management and security controls through Microsoft Intune, KACE or other approved platforms.
- Support iPhone, iPad and other approved mobile devices, mobile applications and access controls.
- Diagnose application installation, compatibility, performance, licensing and user-profile issues.
- Coordinate application packaging, testing, deployment and rollback activities in accordance with change and release controls.
- Support asset discovery, software inventory, licence tracking and device lifecycle processes.
- Support LAN, WAN, Wi-Fi, VPN, firewall, switch, router, proxy, internet, remote access and network monitoring services within delegated authority.
- Troubleshoot user and site connectivity issues and gather appropriate evidence before escalation.
- Support network access controls, secure remote access, IP addressing, DNS resolution, cabling and associated endpoint connectivity.
- Monitor network availability, capacity and alerts and assist with incident investigation and service restoration.
- Support voice, video, Teams meeting-room, telephony and conferencing services where assigned.
- Apply security policy, secure configuration standards and approved controls across endpoints, identities, applications, networks and infrastructure.
- Perform first line investigation and triage of security alerts and suspected incidents and escalate matters requiring specialist security analysis in accordance with the incident response process.
- Support Microsoft Defender, endpoint protection, email security, vulnerability remediation, patch compliance and security monitoring activities where assigned.
- Support Microsoft Purview capabilities including sensitivity labels, information protection, DLP, retention and data governance where implemented.
- Protect confidentiality, integrity and availability of company information and handle personal, operational and security information appropriately.
- Provide evidence and technical support for audits, risk assessments, vulnerability reviews, compliance exercises and control assurance activities.
- Promote secure user behaviour and support delivery of security awareness and technology guidance.
- Work in accordance with approved incident, request, problem, change, release, configuration, knowledge and asset management processes.
- Assess business impact and urgency when prioritising work, with particular awareness of AirNav Ireland operational and safety-related environments.
- Prepare and maintain accurate support procedures, system records, diagrams, configuration documentation, knowledge articles and handover material.
- Participate in planned changes, maintenance windows and service reviews, ensuring testing, communication, rollback and evidence requirements are addressed.
- Produce service reports, support metrics and technical information as requested, and use trend information to identify improvements.
- Handle records in accordance with applicable retention, security, data protection and records-management requirements.
- Participate in ICT projects and service improvement initiatives by providing technical input, testing, and implementation support, documentation and operational handover.
- Work with business and process owners to define technical needs, deliverables, dependencies, risks and acceptance criteria.
- Provide realistic work estimates, implementation plans, risk inputs and progress updates for assigned activities.
- Evaluate new technologies and recommend practical improvements that strengthen service, resilience, security, usability or cost effectiveness.
- Assist with procurement specifications, technical evaluation, licensing, renewals, hardware and software acquisition.
- Coordinate with managed service providers, vendors and outsourced support partners, monitoring the quality and timeliness of assigned service delivery.
- Provide courteous, inclusive and professional service to users and stakeholders.
- Comply with AirNav Ireland policies, procedures, security requirements, health and safety obligations and applicable legislation.
- Preserve confidentiality and exercise appropriate judgement when handling privileged, operational, personal or security-sensitive information.
- Maintain technical knowledge through continuous learning and knowledge sharing
- Provide emergency ICT support outside normal working hours where required to protect service continuity, respond to urgent operational issues or support approved business requirements.
- Undertake other duties appropriate to the role as assigned by the Manager, Information Technology, or their designate.
Reports to: ICT Service Delivery Manager, or their designate.
Direct reports: None
PERSON SPECIFICATION
Essential:
Qualifications and Experience
- An ICT-related diploma, degree or equivalent professional experience.
- A minimum of five years relevant experience in an enterprise, regulated, government, critical infrastructure or similarly complex ICT environment.
- Demonstrable experience providing frontline user support and Level 1 and Level 2 technical support in a service desk or enterprise ICT setting.
- Experience supporting Windows endpoints, Microsoft 365 applications, user accounts, mobile devices and common enterprise peripherals.
- Experience administering or supporting on-premises Active Directory and core Windows infrastructure services.
- Practical experience supporting Microsoft 365 tenant services and Microsoft Entra ID.
- Experience diagnosing incidents, documenting technical work and managing tickets through to resolution or effective escalation.
- Experience applying cybersecurity controls, patching, endpoint protection, secure configuration and access-management principles.
- Experience working with suppliers, support partners and technical specialists to restore or improve services.
- Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive and Microsoft 365 Apps administration and support.
- Identity: Microsoft Entra ID, Active Directory, users and groups, authentication, MFA, SSO, Conditional Access, RBAC and hybrid identity concepts.
- Endpoints: Windows 10/11, device provisioning, software deployment, patching, encryption, endpoint compliance and troubleshooting.
- Management platforms: working knowledge of Microsoft Intune, KACE SMA or comparable enterprise endpoint, service desk and asset management platforms.
- Infrastructure: Windows Server, Group Policy, DNS, DHCP, file and print services, virtualisation, storage, backup and monitoring.
- Networking: TCP/IP, LAN, WAN, Wi-Fi, VPN, switches, routers, firewalls, secure remote access and network troubleshooting.
- Security: endpoint and identity security, least privilege, logging, vulnerability remediation, incident handling and the contemporary threat landscape.
- Cloud: practical understanding of Microsoft Azure administration, access control, monitoring, governance and support.
- Automation: ability to use PowerShell and other approved automation tools for repeatable administrative tasks and reporting.
- Service management: sound understanding of incident, request, problem, change, knowledge, configuration and asset management practices.
- Documentation: ability to produce clear procedures, technical records, knowledge articles, change documentation and user guidance.
- Microsoft certifications relevant to Microsoft 365 administration, identity and access, Azure administration, endpoint administration or security.
- Experience with Microsoft Defender, PIM, identity governance, security monitoring and cloud security controls.
- Experience in a 24/7 operational organisation or safety-critical environment.
- Knowledge of ISO 27001, ISO 9001, NIS2, GDPR and regulated operational environments.
- Experience with VMware, Veeam, SolarWinds, Cisco, Check Point, SQL Server, IIS, VoIP, conferencing systems or comparable platforms.
- Experience delivering infrastructure consolidation, migration, modernisation or cloud-transformation projects.
- Knowledge of business intelligence, reporting and dashboard principles.
- Experience supporting business continuity, disaster recovery and technical recovery exercises.
Applications (Cover letter & CV), giving full details of experience and suitability for the position, should be emailed to the Human Resources Directorate at [email protected] no later than 16:00hrs on Wednesday 14th October 2026.
Late applications will not be accepted.
Applicants must have the right to work and live in the EU.
AirNav Ireland is an Equal Opportunity Employer