Our Multinational Technology Client based in Limerick has a requirement for a Customer Support Engineer.  This individual will provide accurate support for a wide range of topics including configuration, troubleshooting, traffic analysis and application integration.

RESPONSIBILITIES

·         Provide Tier 1 and Tier 2 technical support to troubleshoot and resolve hardware and software issues on LoadMaster devices. Using: application protocols including HTTP, SMTP, DNS, FTP and SNMP, and tools such as VMware, Xen or Hyper-V virtualization environments.

·         Appropriately, effectively and proactively communicate case statuses, plans of action and technical information to internal departments and external customers.

·         Generate clear and concise internal documentation in the form of case notes and technical notes

·         The Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for the company’s products

·         Key technical interface to product development for the resolution of high impact issues

·         Work on escalations with product development  to investigate and resolve software and hardware issues     

·         Analyzing customer network traces, debug logs and identify issues.

·         Develop and maintain in-house VMware and Hyper-v test environments.

·         Recreate reported issues in lab with customer's configuration.

·         Manage and deliver on internal projects and targets.

QUALIFICATIONS

·         knowledge of networking protocols, specifically TCP/IP desirable

·         Understanding of SSL certificates and handshaking.

·         Read, write and speak English and German fluently, including technical concepts and terminology.

·         Proficiency with Windows OS.

·         Previous experience with Linux may be desirable

·         Excellent troubleshooting, analysis and creative problem-solving abilities.

·         Ability to relay technical information to customers with varying skill levels.

·         Ability to multi-task and manage time effectively.

·         BA/BS degree or equivalent experience preferred.

·         Positive attitude and strong work ethic.

·         Ability to attain technical certification within Microsoft Exchange, Sharepoint and Lync, • Cisco, VMWare, Microsoft or CompTIA Certifications CCENT, CCNA, CCNP, VCP4, VCP5, MCSE, Lync or Exchange, Network+, Security+