Work Ireland, Jobs in Ireland, Employment Ireland

Senior Technical Engineer


Job Description


Senior Support Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on our Platform Management suite of products specialising in the migration space. Stellar customer service and handling skills and the ability to interface, collaborate and prioritise customer issues with development and effectively communicate solutions to customers is crucial to the role.


 You will gain exposure to 

  • Operating Systems: Windows 2008, 2012, 2016
  • Messaging: Microsoft Exchange 2007, 2010, 2013, 2016 and Office 365
  • Directory Services: Active Directory
  • Networking: DNS, TCP/IP
  • Databases: MS-SQL Server
  • SharePoint Server: 2010, 2013, 2016


Day to Day Duties

  • Maintain a personal queue of ongoing customer issues until resolution and customer interface with R&D and other resources to bring escalated issues to resolution.
  • Document all customer case details on our support portal (case tracking system).
  • Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment.
  • Developing and attending training for self-improvement to assist and share knowledge with other engineers.
  • Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers.
  • Initiate, participate or lead, local and global projects.
  • After 6 months, have the capability of providing after-hours support and weekend support, if required.


Essential Technical Skills For Exchange

  • Experience with SQL Server
  • Exchange Administration Experience in either Exchange 2010, 2013 or 2016
  • Knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
  • An Understanding of Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
  • Active Directory – Understand the concept of Domain/Forests, Managing / Creating Accounts and working with Policies


Desirable Requirements

  • Prior Technical Support experience or proven track record in system administration.
  • VMWare / Virtual Server technology experience.
  • Technical writing skills.
  • Additional language skills – French, German or Spanish
  • Familiarity with debugging tools/techniques (eg. WebEx).


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