Technical Support Engineer

Job Category:
Software Developer/Engineer
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Hanson Regan Ltd
Job Ref:

Hanson Regan are currently looking for multiple Technical Support Engineers/System Administrators to join a large software vendor who turn over between 3 - 10 Billion USD per annum.

This is a chance for someone with a few years' worth of experience within the IT Support industry to become a specialist and become certified.



Duties & Responsibilities:

- Troubleshoot and resolve complex, critical and sensitive support issues over the phone and electronically, (eg. Chat, email, and/or remote access to customer systems). This could also include on-site visits.

- Administration skills on Linux/windows systems

- Duplicate customer issues using customer and in-house systems setup in order to identify and isolate issues

- Clearly communicate symptoms and known contributing factors to other team members for collaboration and escalation purposes

- Effectively communicate technical information to customers with varying technical backgrounds

- Document solutions to known issues for internal and public use

- Management of Service Request status and activity reporting for customers and management

- Availability for occasional on call or scheduled shift work to cover after hours and weekends

- Experience in Wireless/LAN network environment deployment, management and maintenance

- Familiarity with basic networking

- Experience with mobile device security and connectivity

- Setup and maintain systems for customer issue duplication and testing

- Triage, prioritize, and manage customer Service Requests including the customer condition (political environment) as well as the and computer problems

- Operational management of clients (eg help loading new data, maintaining and validating dashboard/report outputs, etc.)

- Maintain inventory of computer, network, and electronic gear

- Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers.

- Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.

Required Skills:

- Ability to provide accurate and timely resolutions to customer issues over the phone and electronically

- Outstanding customer service skills

- Attention and aptitude for quality and continuous improvement

- Excellent analytical, interpersonal, communication, and technical writing skills

- Ability to analyze complex issues, identify alternative solutions, and make logical decisions based on overall customer needs

- Ability to prioritize tasks and manage time efficiently

- High level of initiative and self-motivation

- Must work well in a team environment

- Ability to receive, process, and act on instruction from senior team members and management

Desired Skills:

- Background in configuring, administering and troubleshooting Linux, OES, IOS, Android and Windows Systems

- Customer Support and/or IT Administration experience preferred

- Experience effectively collaborating with team members

- Experience with tools associated with Technical Support (eg. CRMs, remote management tools, bug tracking systems, knowledge management systems, etc.)

Contact Details:
Hanson Regan Ltd
Contact: Steven Waterson

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