End User Support Analyst

IT Support Engineer

We are seeking an experienced and customer-focused IT Support Engineer to provide on-site technical support for our Dublin office, including trade floor operations, general staff support, and executive/IMG white-glove service. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively in a fast-paced, high-demand environment.

The successful candidate will also participate in service desk call handling, hotline support, and out-of-hours maintenance activities as required.

In This Role You Will

• Provide first- and second-line on-site IT support for Dublin employees, including trade floor and senior leadership (white-glove service)
• Maintain and support video conferencing, meeting room tech, and AV systems
• Collaborate with global teams (e.g., TCS India, London traders) to ensure consistent processes and client experience
• Manage daily IT operations: desktops, laptops, peripherals, mobile devices, and network connectivity
• Handle service desk tickets and hotline calls; escalate issues as needed
• Support critical site events (power-downs, maintenance windows) and post-certification testing
• Assist with user onboarding, hardware provisioning, and office tech setup
• Maintain accurate documentation and create knowledge base articles and self-help resources
• Train and onboard new end-user computing technicians, including international resources

What It Takes

• Experience in an IT support or trade floor support role
• Extensive experience with Windows operating systems (Windows 10/11), Microsoft products including O365, MS Teams, and OneDrive for Business, as well as Active Directory, basic networking, remote access tools, SNOW, VMware, and Citrix
• Experience supporting video conferencing systems (Zoom, Teams Rooms, Polycom, etc.)
• Excellent communication and interpersonal skills with a strong customer service mindset
• Proven ability to manage multiple priorities in a dynamic environment
• Flexibility to provide out-of-hours and on-site support during maintenance windows or emergency situations. Participate in BCP/Disaster recovery planning and execution
• Experience in a financial services or trading environment preferred

Desirable Skills

• Familiarity with market data systems, Bloomberg terminals, and trade floor technologies
• Knowledge of ITIL principles or prior experience in an ITIL-based support environment
• Previous experience supporting executive-level staff
• Activating and troubleshooting mobile devices (iPhone, Android, IPAD using Cope/Intune)
• Support printer and all IT hardware including Turrets and Cisco IPC phones

Special Factors

• Vanguard is not offering sponsorship for this position
• This is a full-time position and would require you to work in the office Monday to Friday
• Occasional after-hours work may be required to support infrastructure maintenance and testing
• The position will require collaboration with global IT support teams to ensure seamless service coverage

Why Vanguard?

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.

It's what we stand for: value to investors.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Our Commitment To Equal Employment Opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please inform careers@vanguard.com if you need assistance completing this application or to otherwise participate in the application process.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.