Support Engineer

Data Solutions Ltd. wishes to recruit a Support Engineer for a permanent position in our Professional Services team. Data Solutions Ltd. is Ireland’s leading distributor of solutions in the areas of End-to-End Virtualisation (Server/Application/Desktop/Storage), IT Security (Network/Data/Endpoint), Business Continuity (HA/DR) Networking and Unified Communications.

As a successful candidate, you will be responsible for providing telephone and remote support to other engineers within our network of IT resellers around Ireland. You will manage the logging, escalation and ongoing progress of the support incident through to final resolution by liaising with our vendors and our highly skilled consultants and systems engineers.

This is a critical position within the Data Solutions support team and the successful candidate will be representing and upholding Data Solutions’ superior reputation as experts in our field.

This position gives the candidate an entry point into new and exciting areas of technology and also provides great opportunities for career and personal growth.

Primary duties will include the following: –

• Telephone and remote support for our product portfolio which includes: Citrix, Check Point, Juniper, RSA Security, Blue Coat, ShoreTel, DataCore, Marathon and Wyse. (Some on-site callouts may be required on occasion).

• Timely and accurate logging of the support incidents on our Helpdesk system.

• Managing the entire life cycle of the support incident from initial logging to final resolution.

• Providing proactive and regular feedback to the customer on the status of the incident.

• Liaising with our vendors and the rest of the DataSolutions support team to bring the incident to a successful resolution.

The following are required skills: –

• Experience in installation and administration of Windows Server 2003 or 2008.

• A practical knowledge of data communications and networking.

• Excellent troubleshooting skills.

• Good oral and written communications skills and an ability to deal with customers in a patient and understanding way.

• A minimum of 1 year’s experience of working in an IT helpdesk or field service environment.