Technical Support Engineer – Automation
* Salary: €42,000 – €46,000
* Hybrid 2-3 days in Dublin 2, Dawson Street
* 11 months contract
Our client seeks a Technical Support Engineer to capitalize on the company's momentum. The IT Service Management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive, self-managing cloud application.
* What you get to do in this role:
Providing support to users/administrators of our platform.
* Supporting and contributing to the growth of best practices for the delivery of support services
* Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
* Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
* Engaging with functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
* To be successful in this role, we need someone who has:
4+ years of customer-facing technical support experience
* Ability to troubleshoot?complex technical issues with ease and complexity
* Demonstrated ability to troubleshoot complex technical issues
* Ability to administer servers across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies
* Remote administration via SSH, SNMP, WMI, PowerShell
* Exposure to network monitoring connectors such as SCOM, Solarwinds, etc.
* Understanding of SNMP traps and MIBs/OIDs
* Ability to understand and modify XML, JSON, and Regular Expressions (RegEx)
* Familiarity with AWS, Azure, VMWare, and Amazon EC2, including appropriate template types (ARM templates, CFT)
* Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
* Experience with troubleshooting tools such as Wireshark, Traceroute
* Solid understanding of object-oriented programming skills (Java strongly preferred)
* Good knowledge of database concepts.
* A fundamental understanding of ITSM, CMDB and ITIL business process
* Strong troubleshooting/root cause isolation skills
* Demonstrated creative problem-solving approach and strong analytical skills
* Must be proficient with analyzing log files and standard debugging concept
* Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management
* Excellent communication skills (verbal and written)
* Preferred Skills (Great to have)
Understanding of JavaScript
* Familiarity with Eclipse IDE
* Previous experience in software development(or) software consulting
* Experience providing SaaS support is desirable
* Ability to read basic Java/JavaScript?code
* Ability to explain solutions to complex?technical?problems