End User Support Analyst

We are seeking an experienced and customer-focused IT Support Engineerto provide on-site technical supportfor 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 activitiesas 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 environmentpreferred

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.

Its what we stand for: value to investors.

Inclusion Statement

Vanguards 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 Vanguards 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 Vanguards 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 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 informif 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.