About this role
Our client is a well-established and growing Irish cybersecurity and cloud technology company, providing email and data security solutions to a diverse range of Irish and international customers.
As the business continues to grow, we are recruiting a Customer Technical Support Engineer to join its customer support team. This is an excellent opportunity for an IT support professional who enjoys troubleshooting, working directly with customers, and developing their technical expertise within the fast-growing cybersecurity sector.
The successful candidate will become a key point of contact for customers, providing first-line technical support across a range of cloud-based cybersecurity products and services.
Key Responsibilities
- Act as the first point of contact for customer technical queries and support requests.
- Troubleshoot, investigate and resolve technical issues efficiently.
- Provide support via telephone, email and ticketing systems .
- Diagnose issues relating to email delivery, DNS, networking and internet technologies.
- Set up and configure new email accounts and services.
- Develop strong product and technical expertise across email security, DNS, anti-spam, anti-virus and anti-phishing technologies.
- Maintain clear and accurate records of customer interactions and resolutions.
- Manage customer communications professionally and effectively as part of a wider support team.
- Educate customers on relevant products, features and services.
- Work collaboratively with colleagues to escalate and resolve more complex technical issues.
- Participate in an out-of-hours support rota as required.
About You
We are looking for someone with a genuine interest in technology and cybersecurity who enjoys solving problems and helping customers.
You will ideally have
- At least 2 years’ experience in an IT technical support or service desk environment.
- Strong troubleshooting and diagnostic skills.
- Experience providing customer-facing technical support .
- Good understanding of networking and internet technologies .
- Knowledge of DNS and MX records .
- An understanding of email transport and protocols would be advantageous.
- Experience working with ticketing/support desk systems .
- Excellent written and verbal English communication skills.
- A professional and confident telephone manner.
- Strong analytical and problem-solving ability.
- Excellent attention to detail and a proactive approach.
- Good organisational and time-management skills.
- A willingness and enthusiasm to continuously learn and develop technically.
Desirable Experience
The following would be advantageous, but are not essential
- Microsoft products and technologies.
- Active Directory.
- Previous experience within a cloud, SaaS or cybersecurity environment.
- Experience supporting email security products or services.
What’s on Offer
- Competitive Salary, dependent on experience.
- Permanent position
- Full-time, 100% office-based role in Sandyford, Dublin 18
- Opportunity to build a career within the rapidly expanding cybersecurity sector
- Exposure to cloud, email security, networking and related technologies
- Training for 3 to 5 months, dependent on candidate need.
- Supportive team environment with opportunities for technical development
- Immediate start available (if wanted)
Important Information
Candidates must be currently living in Ireland and have the appropriate permission to work in Ireland.
Apply now to take the next step in your IT support career and join an established technology business operating at the forefront of the cybersecurity sector
Please do not hesitate to Contact David Coyle at 01 6351748 or email [email protected]