Tier 2 Technical Support Engineer

  • Job Ref: 3340
  • Location: Cork, Ireland
  • Type: Permanent

Overview

Position Summary: Tier 2 Support Engineer is responsible for providing high-quality technical support for customers worldwide. Ensuring customer satisfaction by troubleshooting and quickly resolving elevated technical concerns and questions

Essential Duties and Responsibilities:

· Monitor and respond to client inquiries and support incoming Tier 2 requests via phone or email

· Engage and assist Tier 1 team to improve customer satisfaction

· Support the company's products on customer’s systems remotely. Provide timely communication to clients in response to questions and/or reported issues.

· Assist field sales persons and partners with products related problems.

· Assist with the installation, configuration and upgrade of the products.

· Provide excellent customer service and professionalism to a wide range of customers

· Troubleshoot and fix issues related to the customer's environment

· Escalate to and work with higher tiers when required until the issue is resolved. Escalate reported issues in a timely fashion according to our documented escalation procedures.

· Follow standard processes and procedures.

Candidate profile:

· Excellent communication skills

· Excellent troubleshooting and analytical skills

· Ability to handle clients professionally during all interfaces

· Strong written and verbal communication skills.

· Ability to work well under pressure while maintaining a professional demeanor.

· Ability to multitask.

· Ability to work a flexible or rotating 24x7x365 schedule

· Sound judgment around complex issues

· Must have outstanding customer service skills and a dedication to the customer service experience.

· Experience with documenting procedures is preferred.

· Reacts quickly and adapts to changes in priorities, circumstances, and direction

· Ability to work independently and as a part of a team.

Education/Experience:

· At least 3 years of experience as System administrator / Technical support (2nd tier) or similar

Language Ability:

· Fluent English (written and verbal)

· Fluent in German \ French \ Spanish \ Italian – advantage

Personal Ability:

· Good interpersonal skills

Computer Skills:

Good knowledge in two or more of the following areas:

  • Microsoft environments (AD, Exchange, Windows servers, etc)
  • Networking (TCP / IP, routing, firewalls)
  • Databases (MSSQL preferred)
  • Web servers and applications
  • Storage devices (NetApp, EMC)

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