Overview Our client seeks a Technical Support Engineer to capitalize on the company's momentum.
The IT Service Management platform combines ITIL process support and Saa S delivery to provide a flexible, intuitive, self-managing cloud application.
Hybrid 2-3 days in Dublin 2, Dawson Street11 months contract Responsibilities 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 Qualifications 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, Power Shell 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 (Reg Ex)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 RESTExperience 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)Familiarity with Eclipse IDEPrevious experience in software development(or) software consulting Experience providing Saa S support is desirable Ability to explain solutions to complex?technical?problems
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