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Technical Support Engineer

Technical Support Engineer- to 30k- lisburn

This is an exciting opportunity for an experienced Technical Support Engineer who wish to progress into this role, to join a dynamic and fast paced software group and to help shape the future of our market leading software solutions and help to support our customer base, both directly and indirectly. Are your ready to take your career to the next stage?

As a Technical Support Engineer you will be working on our clients customers’ systems/ servers etc

The role of the Technical Support Engineer is to offer desktop, network, hardware, software and user support over the phone/email and face to face. This is a fast paced demanding support role.

• Responsibilities for the Technical Support Engineer will include
• Providing technical (Desktop, Network, Hardware, Software) support
• Offer telephone, email and desk side support
• Accurately log information about problems and tickets raised
• Be an ambassador for the company to maintain and enhance our reputation with customers while assisting clients or whilst on customer sites.
€ Helping customers solve technical issues with our products.
€ Answering questions from customers and prospective customers about the features and capabilities of our products.
€ Developing customer-facing documentation for our website on an as-needed basis.
€ Communicating customer needs and wishes to our development and engineering staff.
€ Work is done primarily via email, with some phone contact

Essential Criteria;

I€ Degree in Computer science / software engineering or equivalent
€ Excellent understanding of the technical fundamentals of the Internet.
€ You should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
€ 2-3 years previous experience in a technical support role
€ Strong command line Linux skills eg you may have setup and run your own Linux servers before.
€ Excellent Windows, Mac & Linux troubleshooting ability.
€ The ability to be a good listener, and to really understand a customer problem or question and help them solve it.
€ Excellent writing skills.
€ Most of your work will be written (email, documentation, etc.).
€ Excellent telephone manner. Some support will be provided over the phone (via our VoIP system)
€ Previous experience working on a service desk
€ Good knowledge of: MS Server 2008, 2012 ;Windows 7/8;MS Exchange 2010, 2014; MS Office 2012, 2013 / Office 365

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