Technical Support Engineer

2 months ago

Dublin, Ireland RBK Full time

Our client, a global provider of machinery automation solutions, are seeking to recruit a Junior Technical Support Engineer to join their expanding Dublin team. As a Junior Technical Support Engineer you will play a critical role in assisting customers with product information, diagnosing and resolving technical issues and set-up and training on various products.


Role:

  • Investigate and resolve technical issues reported by customers or end-users, this involves analyzing logs, diagnosing problems, and providing solutions.
  • A hands-on approach with hardware and software products including handling initial diagnostics of issues reported from the marking and installation product range.
  • Interact with customers primarily via email or phone. Effective communication is crucial to understand customer issues, provide updates, and guide them through solutions.
  • Liaise with colleagues based in HQ to secure technical information and solutions as required by customers.
  • Ongoing product training on the products. This includes understanding features, configurations, and common use cases.
  • Creating and maintaining records such as internal technical service logs, product changes / discontinuations, product comparisons etc. to assist both customers and internal teams.
  • Work closely with colleagues both internally and at HQ.
  • Manage the escalation of complex or unresolved issues for higher-level support.
  • Assist customers with product information, setup & training and offer advise on best practices.
  • Being flexible to requests by management to undertake additional responsibilities as and when required.
  • The role may require travel within Ireland and also at times abroad.


Core Skills/Attributes:

  • Technical Qualification in Electrical, Engineering or IT Comms
  • Good organisational skills
  • Proven technical background with an ability to develop a deep understanding of electrical systems including hardware, software & networks.
  • Ability to stay current with latest technological developments.
  • Ability to work independently and as part of a team.
  • Show ability to handle multiple issues simultaneously as time management and prioritization are key skills required.
  • Experience in using MS Outlook & MS Teams
  • Excellent level of computer skills essential with detailed knowledge of Microsoft Word, Excel, PowerPoint.
  • Knowledge / experience with CRM systems.
  • Attention to detail is essential including an ability to systematically approach problems, evaluate potential solutions, and anticipate the implications proposed actions.
  • Must have the ability to clearly communicate technical information in a clear and understandable manner, to both customers and colleagues with varying levels of technical expertise.
  • A clean full Irish driving license.


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