IT Support Engineer

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Job Description

The Job

  • Manage the daily influx of technical support related incidents in accordance with Service Level Agreements (SLA).
  • Work with internal Development and Account Management to identify issues and drive these issues to resolution within given SLA constraints.
  • Establish/implement Technical Support productivity standards that ensure the delivery of best in class service to our customers.
  • Handle escalated issues to ensure they are resolved or worked to the customer’s satisfaction.  
  • Review and report on a daily, weekly, and/or monthly basis statistics and trends.
  • Establish Technical Support best practices
  • Manage verbal and written communication with regards to customer related support incidents submitted via phone, email or customer portal. 
  • Make initial contact with customer and establish communication to perform technical troubleshooting. Engage senior technical personnel when critical problems arise and development resources are needed.
  • Support requests for various services including operational readiness of new system functionality being deployed.
  • Effectively use established monitoring tools to proactively submit support and/or maintenance related incidents on the customer’s behalf.

 Qualifications and Experience

  • A degree in Computer Science, Software Engineering, or really good hands on experience in IT support.
  • A Team player with excellent communication skills (both written and verbal), and the ability to get your ideas across effectively.
  • Good technical knowledge with a history of solving complex problems.
  • Experience working within an Agile environment using the Scrum Framework
  • Experience of day to day usage of Jira and Kanban or similar toolset.
  • A background in Payments or Prepaid Cards would be an advantage,

 The Person

  • Well organised with excellent attention to detail.
  • Comfortable working remotely.
  • Team player and be able to work with teams that are in multiple locations.
  • Personal initiative and drive with ability to work in a fast-paced work environment.
  • Strong analytical and troubleshooting skills.
  • Pragmatic and results driven.
  • Curiosity for our business and technology an ability to present innovative ideas and explain complex systems or process succinctly.
Apply via LinkedIn
  • Salary: 25000 - 30000
  • Location:Bray, Wicklow
  • Type:Permanent
  • Category:Technology & IT