My client is currently looking to hire an experienced Technical Support Engineer to be part of a growing team. They are a growing global IT multinational at the forefront of innovation and transformation. Join a team supporting an International Banking client, where you will have the opportunity to play a key role within a strategic account, building a cross-functional team to enhance the existing partnership and create a near-shore presence to support the EU market.
This role offers an opportunity to grow your career while being exposed to new technologies within a growing team, where you will work with customers to identify opportunities to support their strategy and improve their processes across functions.
The Role
As a Technical Support Engineer, you will join the Production Support team providing high-level support to the client in a high-profile, mission-critical environment within the Banking sector. In this role, you will work with a team built on collaboration, communication, and a focus on delivering excellent service and support. The team is responsible for troubleshooting incidents, both proactive and reactive in nature.
There is a requirement to work flexible shifts to cover 7 am – 7 pm to provide additional coverage to the client, including occasional weekend work for extended production issues and planned maintenance.
Key Responsibilities:
1. Manage stakeholders for supported applications.
2. Troubleshoot and resolve Incidents & Service Requests.
3. Perform Root Cause Analysis of Problem Tickets.
4. Manage incident queues & incident intake channels.
5. Take ownership of incidents & communication with customers as required.
6. Respond in a timely fashion to reactive or proactive incidents.
7. Write re-usable Knowledge Articles for Incident and Service Requests handled.
8. Detail accurate information in case documentation.
9. Coordinate internally with other support groups in a timely fashion.
10. Capable of leading the team.
Skills/Experience Needed:
1. Good experience in a production support/application support role.
2. Hands-on experience with SQL and Unix, Shell Scripting.
3. Understanding and exposure to Monitoring tools (Geneos/Grafana/Splunk) and Scheduling tools (i.e., Control M/Cronjobs).
4. Knowledge of ITIL-based Production Support (i.e., Incident, Change Management, etc.).
5. Experience/skill to interact with multiple stakeholders (Good communication and coordination).
Good to Have:
1. Experience in any of the following skills would be beneficial: GCP, Tableau, MSSQL, Udeploy, Terraform, Jenkins, SRE, Cognos.
Based in Letterkenny, Co. Donegal (Hybrid – 2 days a week on site). Permanent role with competitive salaries, including pension, health care, life insurance, laptop, phone, access to extensive training resources, company discounts, on-site parking, and more.
The candidate must be eligible to work in Ireland/EU.
Please do not hesitate to contact David Coyle at 01 6351748 or email david@methodius.com.
#J-18808-Ljbffr