Technical Support Engineer - Level 2

Technical Support Engineer - Level 2

Location:
Dublin
Type:
Permanent
Category:
Technology
Salary:

€40,000 - €45,000 depending on experience

Benefits:

Excellent benefits package

RECRUITERS are proud to present a brand new Technical Support Role for our client - a global network data analytics company based in Dublin. 

Technical Support Engineer

The Technical Support Engineer serves as a champion our client's customers. You 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.

Sounds great - what do I need?

To be considered for an interview you will need to have at least 3 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.

You will also need a combination of:

  • 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
  • Strong process discipline with a working knowledge of Salesforce or other CRM system
  • Proven track record of initiating and implementing progressive process improvements

Some extra bits:

  • 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
  • Knowledge of security monitoring applications in an enterprise environment
  • UNIX scripting languages including Bash, Python, awk, Perl

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