Technical Support-L1,2,3

Technical Support Engineer

The Opportunity:

We are looking for an experienced Technical Support Engineer for our expanding Production Support team in Dublin. You are passionate about technology eager to learn and keen to stay challenged. You will be working with the latest Microsoft and Azure Technologies in a fast-paced environment releasing to production multiple times per day.

We are looking for someone that will fit in with our culture of collaboration, communication and teamwork. You should be customer-focused and detail-oriented.

This is a Level-2 technical support role dealing with issues either raised by internal teams or vetted by Level-1 support triage and identified as requiring technical input. Monitoring of systems and processes is a key aspect of the role, ensuring uptime and proactively anticipating potential problems.

Key Responsibilities:

  • Managing technical support tickets to completion within agreed SLAs.
  • Monitoring all systems and alerts.
  • Implementing and validating change requests.
  • Developing run books for new functionality in the production environment and keeping existing runbooks up to date.
  • Opening level-3 development tickets for issues that require code changes.
  • Ensuring code changes are implemented within SLA.
  • Managing and monitoring deployments.
  • Managing and monitoring production infrastructure.

Key Requirements:

  • 3+ years of experience in a technical support role.
  • Relevant 3rd level technology qualification.
  • Proven problem-solving skills in a support role.
  • The role will entail out of hours support responsibilities, shifts and weekend cover.

Desired Behaviours:

  • You should have worked in a fast-paced eCommerce business.
  • Intellectual curiosity, learning agility, and enthusiasm for tackling tough problems.
  • Excellent debugging and problem-solving skills.
  • This role is a mixture of technical support, infrastructure management (particularly Azure) and monitoring/managing complex systems and processes.
  • Good communication in English is essential for client calls.
  • Familiarity with Azure and particularly Application Insights/Log Analytics an advantage.
  • Flexible/Hybrid Working Model
  • Career growth – tailored learning & development, tuition assistance and professional certification.
  • Health & Wellbeing – dental & health insurance, reduced corporate gym membership.
  • Work Life Balance – 25 days annual leave, flexible working, sports & social club.
  • Family – paid maternity & paternity leave, life assurance, income disability cover.
  • Financial – competitive salary, pension, bike to work, travel TaxSaver, relocation assistance.