NetWork Support Engineer - German Speaking (AHK 16-027)


Company Description

With over 40,000 worldwide deployments worldwide, our client is the industry leader in driving key value for innovative application delivery and load balancing solutions. Since 2000, the company has been a consistent leader in innovation with a number of industry firsts. They optimize web infrastructure by high-availability, high-performance, flexible scalability, ease of management and secure operations – while streamlining IT costs.

Role Description

In order to successfully fulfil this role, you must be a fluent German Speaker.

In a collaborative environment, the Support Engineer (SE) provides technical assistance for the company’s products to customers and partners particular in the DACH Region.
SEs are expected to provide accurate support for a wide range of topics including configuration, troubleshooting, traffic analysis and application integration.
Support is delivered by phone, email and through remote screen sharing tools using a variety of troubleshooting tools and techniques. Engineers are required to follow through on technical issues until they are resolved.  All SEs are required to provide professional written and verbal communication to customers within expected service level response times.

Key Responsibilities:

  • Provide Tier 1-3 technical support to troubleshoot and resolve hardware and software issues. Using: application protocols including HTTP, SMTP, DNS, FTP and SNMP, and VMware, Xen, Hyper-V virtualization and Cloud environments.
  • Appropriately, effectively and proactively communicate case statuses, plans of action and    technical information to internal departments and external customers.
  • Generate clear and concise internal documentation in the form of case notes and technical notes
  • Maintain and improve excellent customer support
  • The Technical Support Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for the company’s products
  • Key technical interface to product development for the resolution of high impact issues
  • Work on escalations with product development to investigate and resolve software and hardware issues
  • Analyzing customer network traces, debug logs and identify issues
  • Mentor junior engineers within the group
  • Develop and maintain in-house customer support technical articles
  • Recreate reported issues in lab with customer's configuration
  • Manage and deliver on internal projects and targets

Qualifications:

  • Candidates should have previous Networking experience
  • In-depth knowledge of networking protocols, specifically TCP/IP
  • Understanding of Network Security, SSL and TLS
  • Proficiency with Windows systems
  • Previous experience with Linux may be desirable
  • Excellent troubleshooting, analysis and creative problem-solving abilities
  • Ability to relay technical information to customers with varying skill levels
  • Ability to multi-task and manage time effectively
  • Read, write and speak German and English fluently, including technical concepts and terminology
  • BA/BS degree or equivalent experience preferred
  • Positive attitude and strong work ethic
  • Proficiency with Windows and Linux Operating Systems
  • Microsoft Exchange, SharePoint, Skype for Business experience is desirable
  • Technical Certifications such as CCNA, CCNP, MCSE or VCP5 are advantageous but not required

 

Start Date: Immediately

Location: Limerick

Application: Please send two copies of your CV (second copy with your name on it, but personal details section blank), your certificates and cover letter to: 

recruitment(at)DEinternational.ie

We are looking forward to receiving your application under the reference number 16-027.

 

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