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Escalation Resolution Expert

1 week ago

County Dublin, Ireland O'Farrell Recruitment Full time
Role Summary
We are seeking a skilled Senior Escalation Engineer to join our team at O'Farrell Recruitment. This role involves providing technical support to customers, resolving complex issues and maintaining ownership until resolution. If you have experience in Windows Server, DNS, Firewall/DMZ configuration and possess strong problem-solving and analytical skills, we would like to hear from you.

Main Responsibilities:
Resolve complex customer complaints with minimal oversight from management
Self-prioritize work items based on customer requirements and minimal guidance
Act as a resource for less senior members of the team in troubleshooting and resolving specific customer issues
Serve as an effective technical interface between the customer and internal teams, providing clear issue documentation and leveraging cross-functional working relationships in your area of expertise
Provide problem report prioritization for the Engineering team
Write and review complex technical articles and case studies for the knowledge base, leveraging customer-reported cases, product specifications, and previous experience
Participate in training new team members
Possess strong problem-solving and analytical skills
Exhibit excellent written and verbal communication skills to communicate with senior management
Understand operating system resource management and build OS level and/or network debugging skills in position
Build code or script literacy with the goal of being able to read and understand existing code and/or scripts
Requirements:
Bachelor of Science in Computer Science or equivalent experience
3-5 years of experience in a technical customer support environment or field experience, working in enterprise-level environments
Experience in Windows Server, including Windows 2008, and MS Exchange
Clear understanding of DNS and how it works
Firewall/DMZ configuration
LDAP/Active Directory & ActiveSync
Desirable experience: Smartphone and tablet devices like Apple iOS, Android, Windows Phone
Software based on Apache Tomcat or Windows IIS
MySQL, Postgres or SQLServer
Cloud-based SaaS products

Why Join Our Team:
We offer competitive compensation and a comprehensive benefits package. You'll enjoy a workstyle within an incredible culture. We provide tools and resources to succeed and grow within the company.