Job title: Senior Technical Support Engineer
Team: Technical Support
Location: Dublin (Hybrid Working Model)
Reporting to: Head of Operations
IP Telecom, Ireland’s leading innovative communications provider, are seeking a Senior Technical Support Engineer to join the Technical Support Team in our rapidly growing and exciting company. The successful candidate will provide support to our business customers across a range of services such as VoIP telephony, networking, managed firewalls, broadband design and troubleshooting. Reporting to the Head of Operations, the role will involve diagnosing and troubleshooting technical issues, managing new installations, providing technical support to customers, and providing escalation support to the existing team with a strong customer focus always at the forefront.
Responsibilities of the Senio Technical Support Engineer will include:
- Configuring network equipment (routers, switches, firewalls) for voice and data transmissions.
- Installation of Access Points (Ubiquiti) switches and firewalls.
- Develop and maintain documentation of network topology for future reference.
- Provide technical support and guidance to users experiencing issues with their broadband connections
- Assist customers and Technical Support Engineers to diagnose, troubleshoot and resolve customer issues.
- Perform in-depth analysis of issues to support our engineers and produce feedback and reports on common issues and trends.
- Document and maintain records of customer interactions, technical issues, and resolutions through our Ticketing System and calls for future reference and analysis.
- Perform troubleshooting with the Network team on network issues related to VoIP technologies.
- Perform customer assessments and technical documentation.
- Meet or exceed customer expectations and IP Telecom’s SLA with every customer interaction.
- Provide mentorship and guidance to the Technical Support team.
- Handle additional duties and projects as assigned, demonstrating flexibility and a willingness to support team objectives and organizational goals.
Technical requirements:
- Must have strong knowledge of Networking, TCP/IP, VLAN, SNMP, DHCP etc
- Must have diagnostic knowledge of WAN, LAN, WLAN networks and be able to interpret network traces
- Must have demonstrable experience working with IaaS/PaaS/SaaS (Microsoft 365 / Azure or Amazon AWS)
- Must have strong knowledge of Voice over IP (VoIP), SIP.
- Proficiency in broadband system technologies including fiber optics, DSL, and wireless connections
- Familiarity with Cisco Meraki products for cloud managed networks.
- Familiarity with Ubiquiti products for managed Wi-Fi.
- Diagnostic and installation experience with network equipment including routers, switches, modems and VoIP devices.
- Experience with TeamViewer or other remote management software.
- Ability to multi-task across several open cases.
Personal Attributes:
- Energetic self-starter with a positive/flexible attitude.
- Solution-orientated with excellent problem-solving skills.
- Ability to work as part of a team and independently.
- Excellent communication skills both written and verbal.
- Ability to work under pressure, meet deadlines and respond to changing priorities.
- Experience working with case tickets and SLAs.
- Excellent attention to detail.
- Ability to follow instructions and collaborate with others.
- Full clean Irish Driving Licence is essential
Experience and Qualifications:
- Minimum of 4 + years experience in a senior technical support role supporting a range of services. (Network, Firewall, VoIP, Broadband)
- Proven troubleshooting skills and experience.
- Strong customer focus.
- Degree in computer science, Information technology or a related field.
- Microsoft MCSA Certified (or actively working towards certification) an advantage.
- Microsoft Azure Certified (or actively working towards certification) an advantage.
- Cisco CCNP Certified an advantage.
How to apply:
Please apply to hr_ops@iptelecom.ie with a CV and covering letter
