Senior Support Engineer Job in Cork Ireland
Summary of Position:
The Senior Support Engineer will work directly with global customers via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, you will work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution.
Primary Responsibilities include:
• Monitor automated product alert e-mails and act on them.
• Create content for the knowledge base through accurate case documentation.
• Assist customers with the upgrade process.
• Process logistics/parts requests.
• Assist customers with standard backup software integration with our clients Products.
• Obtain data from customers to get a thorough understanding of customer requirements and problems.
• Interface with customers via e-mail, phone etc
• Analyze logs and core files as needed to work towards resolution of customer issues.
• Work with 3rd party service providers in the process of analyzing and resolving customer issues.
Technical Competency:
• Linux/Unix Systems Administration is critical
• Linux/Unix Internals is a plus
• Core analysis kernel/application
• C-programming
• Knowledge of storage subsystem arrays
• Ability to collect and analyze core file dumps.
Skills Required:
• Excellent oral and written communication.
• Strong interpersonal and problem-solving skills.
• Advanced skills in analytical and problem solving with attention to detail
• Ability to work as an individual or on a team.
• Ability to create clearly documented bug reports as needed.
• Ability to read and understand technical bug reports.
• Self-starter with ability to learn quickly and operate in a fast paced environment.
• Some project management and negotiation skills.
• Ability to identify root cause of an issue (isolate in source code) and write or assist in writing of documents
Behavioral Competencies Required:
Collaborative: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
Results Oriented: Identifies, confronts and overcomes barriers to successful completion of task or project
Customer Oriented: Listens to and anticipates needs of the customer.
Team Player: Works well with a diverse or multi-disciplinary group to achieve a common goal
Adaptable: Capable of adapting to others and new situations; flexible; can handle multiple tasks
Problem Solver: Effective at solving problems, not just defining or complaining about them
Beneficial Education Certifications
• Bachelors or equivalent working experience.
• CCNA/CCIE
• Red Hat Certified System Administrator (RHCSA)
• MCSA/MCSE
For further information please contact me on 021-4944875 or e-mail Donal.Moynihan@cpl.ie