Network Technical Support Engineer (with both German and English languages)
(Multiple roles, multiple levels)
Our client is seeking applications for the position of Technical Support Engineer – German Speaking.
- This role is part of their growing Network Support Group.
- You must be capable of delivering technical support to their partners and global customer base on our Next Gen Firewalls and other associated network products.
- You will work as part of a pod of engineers and aim to deliver a great support experience to our customers and partners.
- You will use primarily Phone and Email to support our customer set ensuring to adhere to support best practices and the Service Level Objectives in our support agreements.
- As well as working within the pod you will liaise with other parts of Technical Support and cross functional teams on a day-to-day basis.
Key Competencies:
Collaboration: An ability to work collaboratively with customers, partners and colleagues to drive the best solution for the customer.
Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others.
Customer Obsession: Place our customers front and centre in every decision and action carried out in the role.
Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities.
Main duties:
- Work as part of a pod of engineers who are responsible for resolving customers’ product issues via phone, email and chat.
- Build a strong and demonstrable knowledge of our products.
- Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy.
- Collaborate with the next tier of Support and other departments.
- Perform technical training and presentations of software and processes to other staff.
- Mentor and share information with colleagues to increase the knowledge in the team.
- Create online help content to document helpful solutions for our customers & colleagues.
- Actively contribute to the development of new or changed processes and procedures.
Experience required:
- Experience of supporting customers via phone & email within an IT environment.
- Business level German and English language skills required.
- Know how to frame and understand a customer issue and troubleshoot it through to resolution.
- Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus.
- Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP.
- Troubleshooting using Wireshark or similar for packet captures.
- Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable.
- Demonstrated self-starter who can adapt quickly between roles, duties and tasks.
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues.
- Knowledge of Virtualization, Linux and Windows systems advantageous.
Our client is open to reviewing remote applications and also those interested in working from their Cork office once safe to do so.
Email me jobs like this
