Support Engineer
Salary: €40,000 - €50,000 (DOE)
Location: Fully remote, candidates must be resident in Ireland
Job type: Full time -Permanent
Experis are currently recruiting a Senior Product Security Engineer for an excellent client who provides industry-leading compliance, data governance, data leak protection, data retention, and digital rights management capabilities. As they continue to expand, our client is seeking an experienced Support Engineer who will diagnose, troubleshoot, and resolve customer issues in a timely manner.
Responsibilities:
- Become a product expert by testing all the different features of the product - installation, configuration of features and test product on multiple desktop applications.
- Respond to all Level 1 & Level 2 support tickets within SLA.
- Create internal SUP/ CL Tickets with development.
- Fill in required forms and administer & complete tickets after dealing with customers.
- Follow up with customers and keep them updated regarding any tickets under investigation.
- Support weekend shift rotation (at least 1 weekend shift per month CET time zone)
- Follow escalation procedures as required to designated team.
- Present good communication (both written and verbal) between team and other departments.
- Perform professional service tasks assigned by senior team - scheduled calls with customers, recreating the customer environment and testing the solutions ahead of time.
Ideal Candidate:
- 3+ years Linux administration experience with Ubuntu, CentOS, Debian, RHEL
- 2+ years in Technical Support position (customer service/technician)
- 2+ years in Windows Server Administration working with Active Directory, NTFS, IIS, SSL certificates, Power Shell etc.
- 2+ years' experience in Apache troubleshooting.
- 1+ years' experience in MongoDB troubleshooting
- 1+ years' experience AWS Administration and Azure Administration
- 1+ year Support Ticketing system experience (Zendesk, Freshdesk, SupportPal, Clarify, etc.)
- Knowledge of Web Application support in Linux
- Possess Network Shares management skills and Single Sign On experience.
- Hold PHP application debugging skills.
- Availability to work support weekend rotation (at least 1 weekend shift per month CET time zone)
*The ideal candidate will need to be available to work the US shift for the first 3 months of the training. This is 9 am - 5pm US Central time (3pm - 11pm Irish Time)
Benefits
- A competitive salary with an annual bonus
- Dedicated time for training and education opportunities
- A mentorship model wherein your mentor and team support your development.
- Fully remote working whilst offering flexible hours that fall outside of the companywide core hours of 9am -12pm (US Central time zone)
- 20 days of paid time off which increases by a further 5 days after 5 years of service (in addition to 10 public holidays in your country)
- Paid day off on your birthday or on an alternative day if your birthday falls outside a normal working day.
- Paid day off to volunteer with the charity of your choice.
- Paid monthly internet cost and lunch stipend provided.
- Reimbursement of all hardware costs associated with the role.
