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Technical Support Specialist

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Dublin, Dublin City, Ireland Megaport Full time

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This is a 6-month fixed-term contract role based at our Dublin office, with an immediate start preferred. You'll be the first point of contact for Megaport's global customer base, providing high-quality support across technical troubleshooting, account management, and general product inquiries. Support is delivered through a combination of phone and web-based platforms, requiring both clear communication and a strong customer-first approach.

In this role, you'll gain hands-on experience navigating the challenges of supporting a rapidly expanding global network infrastructure. You'll troubleshoot a wide range of networking and connectivity issues, assist with customer onboarding, and ensure timely resolution of incidents. It's a dynamic environment that demands adaptability, collaboration, and a passion for continuous learning—perfect for someone looking to deepen their technical skills and make a real impact on customer experience.

About Megaport

Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We're a lean, high-achieving team made up of over 300 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.

What you will be doing

Providing high-quality customer service.
Managing multiple customer communication channels.
Meet or exceed customer support KPIs and SLAs.
Adhering to operating procedures and policies.
Thoroughly document work using relevant systems/software.
Troubleshoot network, portal, and account issues using various tools.
Prioritise first contact resolution and manage customer communication until resolution.
Identify opportunities for customers to optimise their services.
Think outside the box to achieve the best outcome for our customers.
Manage requests from vendors, suppliers and other business units.
Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.

What we are looking for

Understanding of fundamental networking and software concepts.
CCNA/JNCIA with work experience in network incident resolution or network infrastructure is highly desired.
A passion for innovation and technology.
Fluent in English, with excellent written and verbal communication skills.
Comfortable working with internal and external stakeholders to deliver exceptional customer service.
Ability to work autonomously within a globally dispersed team environment.
Strong work ethic.
Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly.
Confident in communicating, troubleshooting, and escalating complex technical problems.
High attention to detail.
Solution focus and a keen interest in process improvement.

What we offer

Generous study and training allowance + 5 days paid study leave
Creative, fun, and contemporary workspaces
Motivated team of industry experts and new talent
Celebrated success with 'Legend' and 'Kudos' Awards
Health and wellness program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com

NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team careers@megaport.com directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".

Seniority level

Seniority levelAssociate

Employment type

Employment typeContract

Job function

Job functionEngineering, Customer Service, and Information Technology
IndustriesTelecommunications, Software Development, and Computer and Network Security

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