Technical Support Analyst – Tier 2

Galway, Ireland Full Time

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This is a dynamic role involving liaising with multiple engineering teams to resolve issues and contribute to ongoing projects revolving around support tools, knowledge management and more. We can offer a promising career with opportunities to progress within our company.

The typical candidate shall have a technical qualification in the area of Computer Engineering/Computer Science/Electronics/IT. The ideal candidate will be enthusiastic, hard-working, and committed to solving customer issues promptly and professionally. The candidate will be able to work well in a team environment and communicate well
with customers and colleagues.

Hours of work: 40 hours per week.

Job Responsibilities
  • Develop and maintain a complete understanding of our products and ongoing releases
  • Customer liaison via phone, email or remote control
  • Technical fault analysis & troubleshooting
  • Answer calls and e-mails in line with team KPI’s.
  • Keep customers (external and internal) informed of the status of their helpdesk issues
  • Monitor performance of installed software and hardware products
  • Respond quickly to urgent issues, escalating to product development team where required
  • Provide training / create documentation as needed.

Required Skills
  • Understanding of PC networking hardware/software concepts
  • Knowledge of Windows 7 / 10 / Server 2012 standalone and in a network environment
  • Familiarity with SQL / MS SQL server and databases.
  • Analyze IT incidents and Service Desk Data to identify reoccurring issues and recommend measures to prevent reoccurrence
  • Ability to perform root cause analysis and replicate and test problems in multiple environments
  • Excellent verbal and written communication skills
  • Fluent English essential – other European languages an advantage

Desired skills
  • Familiarity with Citrix platform
  • VMWare server console - including setting up / administrating VMs in VMWare and ESXi
  • Experience in customer contact center environment
  • Experience in the trucking industry

Certificate/Diploma/Degree in Computer Engineering/Computer Science/Electronics Engineering

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