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2nd/3rd Line Technical Support Leader

Job Seekers Ireland IT Technology

Job Summary

  • Dublin
  • Permanent
  • BBBH792447
  • Sep 07, 2021
  • Competitive
Job Description

3rd Line Technical Support Leader to take a key role within our customer support hierarchy. The successful candidate will take the leadership role will handle all support escalations

2nd/3rd Line Technical Support Leader

Opportunity

To work with the first all-channel cloud communications ISV solution that is available with zero-touch set up in Microsoft Dynamics 365 or simply in any browser, delivering voice, video, chat, SMS and social media customer channels on top of integrated contact centre, compliant recording & archiving, analytics & reporting utilities. Today, the solution is used by customers in over 40 countries including recent wins in collaboration with Microsoft in the US, Canada, UK & Australia across financial services, consumer goods, manufacturing healthcare & education. A Microsoft Premium Tier and Inner Circle 2021/2022 Business Applications Partner and co-sells with Microsoft sales teams globally.

This 2nd/3rd Line Technical Support Leader role is a brilliant opportunity to join an exciting cloud communications business that is in a rapid growth phase and is looking to hire more high energy and ambitious staff.

The role is available in Dublin as part of our global coverage, joining the existing support team and reporting to the CTO in Dublin.

Job Description

Hiring a 3rd Line Technical Support Leader to take a key role within our customer support hierarchy. The successful candidate will take the leadership role will handle all support escalations that are not dealt with by the 1st or 2nd line support team. We require this candidate to have significant experience in similar roles and to bring strong process, organizational and network knowledge as well as leading the L3 and L2 teams.

Key Responsibilities:

  • Professional, self-assured communications between all technical stakeholders.
  • Resolution and root-cause analysis of issues raised by 1st and 2nd Line Technical Support, responding in a timely manner or within SLA as require.
  • Prioritize bug ticket backlog with Product team.
  • Ability to drive automation and process improvement
  • Customer facing when situations demand that this is elevated from 1st Line Technical Support.
  • Leadership of L2 and L3 team.

Requirements:

  • 7+ years' experience in 3rd Line Support
  • Deep skills across the technical areas highlighted below.
  • Experience in technical support of SaaS applications and mobile apps.
  • Appetite to take on responsibility and ability to handle a large volume of customer requirements in high growth environment.


Skills & Proficiencies:

  • The candidate could have the following skills and experience: 3rd Line Support Engineer, 3rd Line Support, ICT Systems Engineer, Technical Support Engineer, IT Network Engineer, Technical Infrastructure Engineer, Network Solutions Engineer, IT Network Support Engineer, IT Support, IT Systems Engineer.
  • The candidate must have detail skills in the following areas:
    • Windows Server
    • Internet Information Systems (IIS)
    • Microsoft SQL Server
    • Cisco Routers
    • Dialogic
    • General Telecoms Experience
    • F5 Security
    • Backups
    • Server Hardware Maintenance

Compensation:

Highly competitive package, reflecting the ability of the chosen candidate, is available on request.

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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Consultant Details

Consultant Details

Alex O'Neill
Alex O'Neill
  • Consultant | IT Recruitment
  • 353 (0) 1 4321555
  • aoneill@morganmckinley.com