Technical Support Specialist

Overview

Our client is a reputable provider specializing in cloud-based cybersecurity solutions, offering advanced email and data security services to organizations in Ireland and internationally. Due to ongoing expansion, they are recruiting a Customer Technical Support Engineer for their technical support team stationed in Sandyford, Dublin. This is an ideal role for an IT professional with a customer service orientation eager to advance within the expanding cybersecurity sector.

Job Responsibilities

• Serve as the initial point of contact providing first-line technical assistance through phone, email, and ticketing platforms.
• Efficiently diagnose and resolve technical issues faced by customers.
• Manage configurations and support for customer email accounts and associated services.
• Gain and apply technical knowledge in email security, DNS, anti-spam, antivirus, and anti-phishing tools.
• Maintain precise records of customer interactions and solutions delivered.
• Provide outstanding customer service while handling multiple concurrent support cases.
• Participate in an out-of-hours support rotation when required.

Candidate Profile

• At least two years of experience in IT Technical Support, Helpdesk, or Service Desk roles.
• Strong analytical skills with effective troubleshooting capabilities.
• Solid grounding in networking basics and internet technologies.
• Familiarity with DNS and MX records configuration and management.
• Proven experience using ticket management systems.
• Excellent verbal and written communication skills.
• A customer-centric mindset coupled with strong interpersonal skills.
• Effective organization and time management abilities.

Preferred Qualifications

• Experience in email administration and proficiency with email transport protocols.
• Knowledge of Microsoft 365 and related Microsoft technologies.
• Understanding of Active Directory infrastructure.
• Exposure to cloud-based platforms and services.
• Background in cybersecurity products or managed service environments.

Employment Details

• Permanent employment located in Sandyford, Dublin.
• Annual salary ranging between 36000 and 38000 euros.
• Extensive training provisions and professional development opportunities.
• Work in a nurturing and cooperative team atmosphere.
• Clear pathways for career growth within the cybersecurity field.