Software Support Engineer
SoftCo develop software solutions that reduce costs, streamline business processes and enable organisations to meet compliance obligations. With over 900 customers across multiple industry sectors including logistics, financial services, healthcare, legal, and government, SoftCo is a global organisation with offices in Dublin, New York, London and Johannesburg.
SoftCo are currently recruiting an experienced Software Support Engineer to join our Customer Services Group. Based in our headquarters in Dublin (South), the successful candidate will report to the Commercial Operations Manager. In fulfilling this challenging role, our engineers utilise the latest technologies to deliver high-end technical support, both remotely from our global helpdesk and also onsite with our clients.
Your role:
- Resolve complex technical issues and provide professional helpdesk service, maintaining regular communication with SoftCo clients.
- Deliver onsite field service as required, implementing SoftCo’s bespoke software, hardware and customized developments.
- Provide technical training to SoftCo clients, both at system administrator and end-user levels.
- Develop and maintain an in-depth technical knowledge of SoftCo products and solutions.
- Work closely with the Customer Care team to deliver high quality technical support and service.
- Assume ownership and responsibility for all assigned calls, ensuring strict adherence to Service Level Agreements (SLAs).
- Build test environments in SoftCo Labs to replicate and troubleshoot technical issues.
- Identify and manage potential escalations in a timely manner.
- Document technical information such as site schematics, problem resolutions and knowledge base.
- Ad hoc duties as required.
Your Profile:
- A college degree or similar qualification in a technical field.
- Previous field service experience, ideally in the area of software application installation and support.
- Sound helpdesk-based technical support experience.
- Exceptional troubleshooting and problem analysis skills.
- General IT knowledge of standard principles including networking, virtualisation, clustering, DR, Backup & Restore etc.
- Specific Microsoft product knowledge in the areas of Windows Server, IIS, SQL, Access, Project, and Visio would be a distinct advantage.
- Familiarity with server/client and web-based solutions.
- An enthusiasm for emerging technologies and developing technical skills.
- Proven ability to work under pressure and deliver according to SLA’s.
- Excellent communication skills with fluent written and verbal English.
- Full, clean driving licence.
This is an exciting opportunity to join an experienced team of engineers, working on state of the art projects and technology. This role will involve some travel to our clients’ sites within Ireland and abroad. There is an excellent package on offer to the successful candidate.
If you would like to join our team please email your CV to hr@softco.com or mail to HR Department, SoftCo Limited, South County Business Park, Leopardstown, Dublin 18.
SoftCo is an Equal Opportunities Employer.