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Support Associate Engineer

Job Title: Support Associate Engineer
Contract Type: Contract
Location: Galway
REF: 87559
Job Published: over 1 year ago

Job Description

Our Client a leading multi- national software development company in Galway are looking to recruit a Graduate Support Associate Engineer for their site.

Graduate Support Associate Engineer

They are seeking a Support Associate Engineer for their Cloud Product Support team on their Galway site.
Please note, this is a 12 month Contract.

  • As part of the Cloud Product Support team, this role supports Success Factors solutions such as Business Execution (BizX) suite, Employee Central (EC), Learning Management System (LMS).
  • The Support Associate/Engineer is responsible for assisting our customers by troubleshooting issues, and providing solutions for reported incidents.
  • It combines post go?live customer support and/or system administration.

Main responsibilities include the following:
  • Analyse the incident, research solutions and provide solid answers easily understood by customers
  • Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
  • Document solutions to known issues and consulting questions
  • Develop technical solutions to be posted to both internal and external knowledge base
  • Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
  • Liaising with product management to identify and report bugs.
  • Document issues in a CRM system and defects in our engineering tracking tool
  • Act as a liaison between our Product Management and Engineering teams
  • Collaborate with other employees by providing important customer feedback, process?improvement suggestions, new troubleshooting tips and other actions that involve improving our product
  • Adhering to SLA's and providing high Customer Satisfaction

  • Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field
  • Fluency in English essential and 2nd European language preferred
  • Familiarity with general IT concepts
  • Solid understanding of Internet technologies
  • Familiarity with general business terms and processes
  • Preferred (but not explicitly required):
  • Knowledge of any one object oriented programming language (Java, C++, ABAP/4 etc).
  • Familiarity with HTTP/HTTPS protocols as well as XML
  • Familiarity with RDBMS database concepts
  • Familiarity with operating system, networking concepts
  • Awareness of security protocols
  • Knowledge of File Transfer protocols
  • Experience with HRIS systems
  • Passionate about learning new concepts and technologies
  • Excellent problem solving & analytical ability
  • Strong team player and comfortable working on own initiative
  • Excellent communication and presentation skills to effectively explain a solution to a customer's problems
  • Strong time management and multi-tasking capabilities
  • Flexibility with working hours

For further information on this Graduate Support Associate Engineer role in Galway please contact Ros Lomasney on 0212066287 /
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