Senior Technical Support Engineer

  • Job Ref: 4298
  • Location: Dublin, Ireland
  • Type: Permanent

Overview

The Technical Support Engineer serves as a champion for our customers. In pursuit of that goal, the Technical Support Engineer will partner with our customers to place emphasis on issue prevention rather than resolution. The Technical Support Engineer handles direct technical customer inquiries, performs complex root cause analysis duties and maintains customer satisfaction from a technical and professional level.

This is a very dynamic role where you will be providing escalation support, interface with engineering on deep product issues, lead and contribute to ongoing projects revolving around support tools, knowledge management, self-service initiatives and more.

The successful applicant will have 5+ years’ experience providing Level 2 technical support for enterprise products, in mission critical environments to a global customer base. Suitable applicants must be available to provide on-call support on a scheduled basis.

Requirements

  • Third Level Computer Science or Computer Engineering Degree
  • Excellent verbal and written English-language communication skills to effectively manage the Customer relationship
  • Ability to work constructively together as part of a team, sharing ideas and resources
  • Working knowledge of Linux systems, network configuration, and general troubleshooting
  • Demonstrable ability to isolate problems between hardware and software and to provide relevant information to the development teams
  • Proven working knowledge of TCP/IP fundamentals
  • Ability to provide mentoring and assistance to junior staff
  • Strong process discipline with a working knowledge of Salesforce or other CRM system
  • Proven track record of initiating and implementing progressive process improvements

Desirable Skills

  • Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
  • Cisco CCNP certification
  • Experience of a Hadoop ecosystem (particularly Hortonworks) and exposure to AWS or Azure
  • Experience as a Level 2 support engineer for cloud-based applications
  • UNIX scripting languages including Bash, Python, awk, Perl

Attributes

  • Motivated and committed to excellence
  • Organized, methodical, and detail oriented
  • Good interpersonal skills, especially with customers
  • Can quickly grasp and learn new technologies
  • Ability to clearly explain complex technological concepts to a non-technical audience
  • Ability to remain calm and professional while dealing with customer related issues
  • Ability to proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

 

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers