IT / Technical Support Engineer

Job Title: IT / Technical Support Engineer
Department: EMEA Operations

Premiere Global Services (PGi) is a global provider of on-demand conferencing and collaboration solutions and applications. At PGi, we enable the world to make meaningful connections.

PGi’s audio and web products are revolutionising the way people interact. Our technologies are dynamic and intuitive and are designed with people in mind. We enable over 50,000 businesses to conduct 40 million meetings a year. Our customers benefit from anytime/anywhere access, global scalability and the freedom to pick the precise collaboration tools and environments they need.

We value creative, innovative, responsible and positive people who have the passion and energy to dream big for the future.

The position
We are looking for a Technical Support Engineer with a background in IT Technical support and/or supporting web technologies. The successful candidate will be capable of providing outstanding technical and engineering support for our web based collaboration products and for our audio conferencing platforms. He/she will be part of a dynamic team providing support and troubleshooting services in our EMEA Centre in Clonakilty, Co Cork. In addition, the successful candidate will be responsible for the setup, configuration and deployment of new systems and infrastructure across Europe and India.

Responsibilities
• Installation, configuration, maintenance and troubleshooting of PGi’s web-based collaboration products and our audio conferencing equipment
• Support our PGi’s web collaboration products and thord party products such as Cisco Webex, Adobe connect, MS OCS, MS Live Meeting and associated products
• Resolve customer reported incidents in keeping with agreed response times and Service Level Agreements
• Manage technical and customer escalations in a timely manner
• Work with other functions (Customer Service, Marketing, Product Management) to understand customer needs, product capabilities and new product features
• Implement new projects and new technologies in accordance with agreed priorities
• Participate in out of hours on-call rotation. This role will also involve an element of weekend work for maintenance activities.

Candidate Profile
• At least three years’ experience in a technical role, preferably in a support role
• Strong understanding internet and web based technologies in general
• Good working knowledge of Linux and Microsoft environments
• Experience of Video / Audio Conferencing technologies or Carrier Telecommunication networks would be advantageous
• Strong written and verbal English
• Third Level qualification in a computer or technical related discipline