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