Technical Support Engineer

Methodius Ltd; Dublin; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Methodius Ltd is seeking a Customer Technical Support Engineer in Dublin to join the growing cybersecurity and cloud technology team. This permanent, full-time role is 100% office-based in Sandyford, Dublin 18, offering exposure to email security, DNS, networking, and related technologies.

You will be the frontline for customer technical queries, troubleshoot issues, and advise on product features while working closely with colleagues to resolve complex problems.

Qualifications

• 2+ years’ experience in IT technical support or service desk.
• Strong troubleshooting and diagnostic abilities.
• Experience providing customer-facing technical support.
• Good understanding of networking and internet technologies.
• Knowledge of DNS and MX records is advantageous.
• Experience with email transport and protocols is beneficial.
• Experience using ticketing or support desk systems.
• Excellent written and verbal English communication skills.

Responsibilities

• Act as the first point of contact for customer technical queries and support requests.
• Troubleshoot, investigate and resolve technical issues efficiently.
• Provide support via telephone, email and ticketing systems.
• Diagnose issues relating to email delivery, DNS, networking and internet technologies.
• Set up and configure new email accounts and services.
• Develop strong product and technical expertise across email security, DNS, anti-spam, anti-virus and anti-phishing technologies.
• Maintain clear and accurate records of customer interactions and resolutions.
• Manage customer communications professionally and effectively as part of a wider support team.
• Educate customers on relevant products, features and services.
• Work collaboratively with colleagues to elevate and resolve more complex technical issues.
• Participate in an out-of-hours support rota as required.

Skills

Troubleshooting

Customer-facing

Networking basics

DNS knowledge

MX records

Email transport

Ticketing systems

Job description

Our client is a well-established and growingIrish cybersecurity and cloud technology company, providing email and data security solutions to a diverse range of Irish and international customers.

As the business continues to grow, we are recruiting aCustomer Technical Support Engineerto join its customer support team. This is an excellent opportunity for an IT support professional who enjoys troubleshooting, working directly with customers, and developing their technical expertise within the fast-growing cybersecurity sector.

The successful candidate will become a key point of contact for customers, providing first-line technical support across a range of cloud-based cybersecurity products and services.

Key Responsibilities

• Act as thefirst point of contactfor customer technical queries and support requests.
• Troubleshoot, investigate and resolve technical issues efficiently.
• Provide support viatelephone, email and ticketing systems.
• Diagnose issues relating to email delivery, DNS, networking and internet technologies.
• Set up and configure new email accounts and services.
• Develop strong product and technical expertise acrossemail security, DNS, anti-spam, anti-virus and anti-phishingtechnologies.
• Maintain clear and accurate records of customer interactions and resolutions.
• Manage customer communications professionally and effectively as part of a wider support team.
• Educate customers on relevant products, features and services.
• Work collaboratively with colleagues to elevate and resolve more complex technical issues.
• Participate in anout-of-hours support rotaas required.

About You

We are looking for someone with a genuine interest in technology and cybersecurity who enjoys solving problems and helping customers.

You will ideally have:

• At least 2 years’ experiencein an IT technical support or service desk environment.
• Strong troubleshooting and diagnostic skills.
• Experience providingcustomer-facing technical support.
• Good understanding ofnetworking and internet technologies.
• Knowledge ofDNS and MX records.
• An understanding ofemail transport and protocolswould be advantageous.
• Experience working withticketing/support desk systems.
• Excellent written and verbal English communication skills.
• A professional and confident telephone manner.
• Strong analytical and problem-solving ability.
• Excellent attention to detail and a proactive approach.
• Good organisational and time-management skills.
• A willingness and enthusiasm to continuously learn and develop technically.

Desirable Experience

The following would be advantageous, but arenot essential:

• Microsoft products and technologies.
• Active Directory.
• Previous experience within a cloud, SaaS or cybersecurity environment.
• Experience supporting email security products or services.

What’s on Offer

• Competitive Salary, dependent on experience.
• Permanent position
• Full-time,100% office-basedrole in Sandyford, Dublin 18
• Opportunity to build a career within the rapidly expandingcybersecurity sector
• Exposure to cloud, email security, networking and related technologies
• Training for 3 to 5 months, dependent on candidate need.
• Supportive team environment with opportunities for technical development
• Immediate start available (if wanted)

Important Information

Candidates must becurrently living in Irelandand have the appropriate permission to work in Ireland.