Technical Support Engineer (TSE0926)

Uniting Holding; Galway; On-site; EUR 35,000 - 45,000; Full time

Benefits offered by this job

Company laptop

Mobile phone

Job summary

Magnus Monitors is seeking a Technical Support Engineer to strengthen our post-sales and pre-sales support across Ireland, the UK, and EU markets. You will work with the Technical Support Team leader, expanding our support capabilities through new tools and AI-driven automation while maintaining strong client relationships.

The role requires a solid background in IT, strong troubleshooting skills, and the ability to work independently.

Qualifications

• Experience as Technical Support Engineer or similar role.
• Strong diagnostic and troubleshooting skills.
• Right to work in the EU/EEA and reside in the EU.

Responsibilities

• Provide post-sales and pre-sales applications support for Magnus Monitors.
• Diagnose and resolve system issues and communicate with customers.
• Escalate unresolved issues to internal teams and manage queues.
• Maintain knowledge base and produce technical reports as requested.
• Engage with customers and partners to ensure high levels of support.

Skills

Technical support

Customer support

Troubleshooting

Remote desktop

Zendesk

Independent work

Communications

IT hardware

Education

BEng / BS / MSc in IT / CS / Electronic Engineering or related field

Tools

Zendesk

Remote desktop

Job description

Technical Support Engineer - Job Description

About Us

Magnus Monitors is a leading-edge IoT technology company and we're passionate about revolutionising the telemetry industry by leveraging our IoT enabled solutions powered by an AI based data analytics platform. Our industry Award-winning solutions are revolutionising the Smart Tank Telemetry industry with our advanced AI enabled radar-based monitors.

Recognised as the leading innovator in our field, we’ve grown rapidly over the past three years, working with industry leaders to perfect our service offerings. We’re now expanding rapidly across the UK, Europe and beyond , we are looking for a tech-savvy professionals who share our vision, to help us spearhead our growth into greenfield markets. If you’re passionate about cutting-edge AI based technology solutions and want to be part building something from the ground up, we want you on our team!

Role Overview

Working with our Technical Support team leader and the senior management team, you’ll be responsible for enhancing our existing customer support operations for our MAGNUS Smart Tank Telemetry solutions across the Irish, UK and EU markets, and will play a crucial role in enhancing our support customer support capabilities as we grow the existing technical/application support team by utilising new support tools including AI tools to enhance and automate our tech support functions, helping to foster strong client relationships, and contribute to supporting our growing customer base in Ireland, the UK, EU and beyond.

Duties and Responsibilities

Primary responsibility will be to provide both the Post Sales & Pre Sales Applications Support operations on behalf of MAGNUS Monitors. Reporting to the Head of our Technical Support Team, the role of support engineer will incompass the following Objectives, Duties and Responsibilities :

Objectives of this Technical Support role;

• Ensure operational excellence
• Meet targets for customer response times and customer satisfaction expectations
• Continually improve knowledge of industry
• Help create and maintain our knowledge database
• Explain technical concepts to stakeholders
• Develop ideas to improve on our existing product offerings

Duties and Responsibilities;

Primary responsibility will be to provide both the Post Sales & Pre Sales Applications Support operations on behalf of MAGNUS Monitors. Reporting to the Head of our Technical Support Team, the role of support engineer will incompass the following Objectives, Duties and Responsibilities :

Technical Support (Post Sales Focus)

• Taking ownership of customer issues reported and seeing problems through to resolution, by executing and implementing Technical Support process and procedures and acting as the primary technical support liaison between the company and our customers , working to resolve customers' problems via various means , phone, email, WhatsApp, video calls.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams, as a team member you are responsible for Technical Support operations, while contributing to the company’s other technical support and engineering employees to evaluate and prioritize customer support cases and work to encourage timely resolution of any such issues that may arise.
• Evaluate the ongoing MAGNUS platform service performance by analysing and interpreting data and metrics on daily / weekly basis
• Manage and/or execute the necessary programming , administrative and configuration tasks to maintain the optimum performance of the Magnus Monitors AI driven Cloud Service Platform
• Assist the technical support team in managing the Technical Service relationships with Reseller Partners, Customers and vendors

Technical Support (Pre Sales Focus)

• Assist in planning and executing any Reseller / Customer product trial activities
• Assist with the onboarding training of New Reseller Partners & Customers with a key emphasis the planning and execution of partner training programs (solutions’ technical training ) to maximise their effectiveness in supporting our solutions.
• Assist as necessary in the process of implementing new Reseller Partner Agreements
• Provide input into New Product Planning Process as required
• Assist with Product QA and Testing , especially New Product launches as required

General Duties & Responsibilities

• Communicate and engage positively with all internal groups, including technical support, sales, engineering, and the executive management team as your work duties determine
• Track and manage your work record via portal and trouble ticketing system
• Submit any business expenses in an accurate and timely manner
• Write and submit technical reports to the management as requested
• You will be responsible for maintaining good relations on behalf of the Company with all external Clients and Suppliers of the company.

Skills and Qualifications

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role would be a distinct advantage
• Strong understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot complex technical issues
• Strong lateral-thinking skills
• Ability to work independently
• Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
• Ability to provide step-by-step technical help, both written and verbal
• B ENG / BS/MSc degree in Information Technology, Computer Science , Electronic Engineering or relevant field
• Mandatory the successful candidate must already have an established right to work and reside within the EU/EEA

Why Join Us?

• Be part of our business scaling journey, with the opportunity to shape the future of our customer/technical support organisation.
• A dynamic and energetic tech startup culture that fosters creativity, collaboration, and innovation.
• Significant growth opportunities, with a clear path for advancement as we expand our team in the years ahead.
• The chance to work with a game-changing product, already recognised with multiple industry awards.
• During the mandatory probationary period this job role shall be require the successful applicant to report for work at Magnus Monitors Galway office, however following successful completion of the probation period the company will consider a Hybrid working model.

Compensation

• Competitive market salary rate - reflecting the experience of the successful candidate
• Salary guide range ; €35,000 to €45,000, the starting salary will reflect the educational qualifications and the previous professional work experience of the successful candidate
• Company Laptop and Mobile Phone shall be provided

Magnus Monitors, Unit 39, Briarhill Business Park, Ballybrit, Galway, Ireland. H91 Y2YF.

www.magnusmonitors.com