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Senior Technical Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeProblem Full time €55,000 - €80,000

Technical Problem Solver Wanted

This role is perfect for a highly motivated individual who enjoys working with customers and providing top-notch support.

Job Summary
  • Provides technical assistance to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
  • Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
  • Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
  • Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
  • Act as mentor and point of contact for less senior members of the team.
Key Qualifications
  • Strong logical/critical thinking and problem resolution skill.
  • Proven ability to work on multiple complex issues and prioritize work accordingly to business processes.
  • Strong communication and ability to handle high profile customers with critical issues.
  • Strong understanding of common Protocols (such as TCP/IP, HTTP, SSL, NAT, DHCP, DNS, etc.).
  • Knowledge of Networking (Routing, Switching, Web App Firewalls, Load balancing, VPN, etc.).
  • Good understanding of Linux operation system (Shell, boot process, IPtables, cron, udev, filesystem, etc.).
  • Familiarity with Debugging tools such as Netmon, TCPDump, Wireshark, Fiddler, etc.
  • Familiarity with Windows Server Administration (Active Directory, Exchange, Sharepoint, etc) is a plus.
Requirements
  • Bachelor degree or above.
  • Must have at least two years of experience in a technical customer support environment or field experience.
  • The individual must have at least 1 year experience with products and technologies in an Enterprise environment.
  • Ability to work both independently and well with others.
  • CCNA/Network+ or equivalent Networking/Security certificate is a strong plus.
  • Certificate of MCSA/MSCE is a plus.