Customer Service Engineer

Customer Service Engineer

SoftCo develop Storage, Document & Business Process Automation solutions that reduce costs, streamline and improve key business processes, protect critical content over its entire lifecycle and enable organisations to meet compliance obligations. With over 900 customers across multiple industry sectors including logistics, financial services, healthcare, legal, and government, SoftCo is a global organisation with offices in Dublin, New York, London and Copenhagen.

Based in Dublin and part of the Customer Services Group, the successful candidate will be responsible for the support of SoftCo products and solutions including the new on-demand offering. Customer Service Engineers are responsible for providing technical support from our Global helpdesk by Phone, Email and Remote Access.

Responsibilities:

• Resolve complex technical faults and provide a professional helpdesk service maintaining regular communication with SoftCo customers
• Develop and maintain an in-depth technical knowledge of SoftCo products and solutions
• Work closely with Customer Care team to ensure the highest quality of technical support and customer service is delivered
• Assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement (SLA)
• Build test environments in SoftCo Labs to replicate and troubleshoot technical faults
• Proven ability to identify and manage potential escalations
• Document technical information including site schematics, problem resolution and knowledge base content
• Provision of technical training to SoftCo customers both system administrator and end-user
• Onsite field service as required to assist with the delivery of software, hardware and customized developments
• Ad-hoc duties as required

Your Profile:

• A college degree or similar qualification in a technical field
• Customer orientated with previous helpdesk based technical support experience is essential
• Strong troubleshooting and organisational skills
• General IT knowledge – Networking principles, Virtualisation, Clustering, DR, Backup & Restore
• Microsoft product knowledge – Windows Server, IIS, SQL, Access, Project, Visio a distinct advantage
• Proven ability to work under pressure and deliver according to SLA's
• Familiarity with server/client and web-based solutions
• An enthusiasm for emerging technologies and developing technical skills
• Excellent communication skills with strong written and verbal English
• Full, clean driving licence would be an advantage
• Available to work flexible hours as required

There is an attractive package on offer to the successful candidate. This is a rewarding position which may involve some travel within Ireland and abroad.
SoftCo is an Equal Opportunities Employer