Technical Support Engineer - Level 2

Location Ireland
Contact name: Mick Duffy

Contact email: mduffy@softwareplacements.ie
Job ref: 1002
Published: 7 months ago

Client

My client currently has a requirement for a Level 2 Technical Support Engineer to join an expanding team based in Dublin.

Role

You will partner with 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 and technically challenging role where you will be providing escalation support, interfacing with engineering on deep product issues, contributing to ongoing projects revolving around support tools, knowledge management, self-service initiatives and more.

Experience

  • 3+ years’ experience providing Level 2 technical support for enterprise products in mission critical environments to a global customer base.
  • Third Level Degree in Computer Science, Computer Engineering or a related discipline or equivalent experience
  • Excellent verbal and written English-language communication skills to effectively manage the customer relationship
  • 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
  • Strong process discipline with a working knowledge of Salesforce or other CRM system

Desirable Skills

  • Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
  • Experience working with financial (FIX, etc.) and enterprise (VoIP, etc.) protocols
  • Cisco CCNA certification
  • Experience supporting applications deployed in cloud environments (AWS, Azure)
  • UNIX scripting languages including Bash, Python, awk, Perl

Contact

If you feel this role is for you please contact Mick Duffy on +353 1 525 4647 or mduffy@softwareplacements.ie