Information Technology Support Engineer

1 week ago


Dublin, Dublin City, Ireland Insignis Talent Full time

International Cybersecurity Recruitment Consultant

2nd Line Technical Support Engineer – Remote in the UK, Ireland, Portugal, or Spain

We are looking for an experienced 2nd line Support Engineer with a strong background working with Zendesk Automation and Microservices Troubleshooting. You'll be working on solutions to a variety of technical issues, providing top quality support to stakeholders across the globe, and supporting with automation improvements.

Responsibilities of the Role:

  • Handle escalations from the first line support function, resolving complex technical issues at speed
  • Using Zendesk automation to streamline workflows and optimise ticket management
  • Troubleshoot software related issues focusing on Microservices, APIs and system integration
  • Work closely with the Engineering and Product teams to discover, report, and prioritise software bugs and enhancements while utilising your experience to resolve deployment challenges, and configuration issues
  • Identifying ticket trends with a view to undertaking proactive work or training to reduce volume, or improve response times
  • Create, maintain, and develop detailed documentation for support resources
  • Act as a mentor to junior team members helping to develop their skills
  • Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks.

Skills and Experience:

  • Significant experience in a Technical Support or Customer Support role, with a focus on complex software environments
  • Proficiency in Zendesk, especially in utilizing automations, triggers, and macros to optimize support workflows
  • Strong understanding of microservices architecture, including APIs, containers (Docker), and cloud services
  • Extensive experience with troubleshooting methodologies
  • Experience with PowerShell, Sysinternals Suite, and remote support tools
  • Familiarity with scripting languages (Python, Bash, or Ansible preferred)
  • Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.)
  • Certifications such as CompTIA A+, Network+, Security+ (preferred)

Seniority level: Not Applicable

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting and Computer and Network Security

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