Technical Support Engineer

Location Dún Laoghaire
Contact name: Michael Brennan

Contact email: mbrennan@softwareplacements.ie
Job ref: 1012
Published: 7 months ago

Client

Our client is a US Technology multinational based in south Dublin. 

Role and Responsibilities:

  • Proactively seek to understand customer expectations
  • Answer and resolve support cases across all severity levels
  • Own and track customer issues using our ticket tracking system
  • Own all customer facing communications, ensuring the message is concise and
  • professional
  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or
  • customer facing
  • Develops junior support engineers through training, and coaching
  • Manage multiple projects/support cases simultaneously
  • Champion customer issues internally, and represent the company externally
  • Leads large multi participant customer calls, including hot escalations
  • Normally receives little instruction on day-to-day work, general instructions on new assignments

Requirements

  • Minimum 3 years of experience in customer-facing, technical support work
  • Subject Matter Expert in one or more technologies
  • Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
  • Proven technical troubleshooting skills in a complex multi-platform-system-vendor
  • environment
  • Experience in supporting both hardware, and software products
  • Ability to triage issues, and escalate them to appropriate engineering groups as necessary
  • Advanced to expert knowledge of technologies such as operating systems (Solaris,
  • LINUX, Windows, VMware), LANs & WANs, and storage area networks
  • Demonstration of subject matter expertise in one or more of the following: SAN, iSCSI, FCoE, FCP, Block Protocols

The Rewards:

As a reward for your commitment to this role you will receive an excellent salary and a competitive benefits package.

 

Contact:

Please contact Michael Brennan at Software Placements on +353 (0)1 525 4641 or email your C.V in Word/pdf format to mbrennan@softwareplacements.ie.

MB2