Microsoft Software Support Engineer
Summary
Irish company providing IT solutions to US, UK and Ireland.
This is a great opportunity for an experienced, customer-focused technical professional seeking a software support role. The successful candidate will be responsible as part of the support team for actively managing incoming support incidents logged via our portal to meet customer service level agreements. They will be able to assure complete customer satisfaction through all stages of the support process.
The ideal candidate will have a university degree and will have relevant commercial technical support engineering experience. They will be experienced and certified with Microsoft technologies.
Responsibilities
The position includes, but is not limited to, the following:
Support Case Management software applications both as managed services and on- premise cluster solutions.
Collaborate with other members of the business to resolve support issues.
Configure, test and deliver software and/or configuration changes to production environments on Windows servers environments.
Problem solve, replicate, verify and triage new incidents.
Responsible for direct communication with customer on projects and reported incidents.
Conduct software deployments and roll outs to customer base.
Identify software bugs and work with development team to resolve them
Document resolution of incidents and contribute to the Knowledge Base
Work under Service Level Agreements (SLA) to resolve incidents for customers, avoiding SLA breaches.
Participate on a 24/7 out of hours support roster
The Candidate must have 2 years commercial experience in:
Strong and proven customer facing skills
Strong and proven application support skills.
Microsoft Dynamics CRM, Microsoft SQL, Windows Server experience preferably holding technical certification.
Problem and issue management, classification and prioritisation skills
Non-technical attributes
Hold a relevant third level degree or equivalent (a BSc. with a strong science or engineering content is preferred)
