27 Help Desk Analyst jobs in Ireland

Technical Support Requirements: Education: BEngTech (Engineering Systems Maintenance) MEng in Mechanical and Manufacturing Engineering Duties and Responsibilities: Technical Support: Provide technical support to external customers, VWT Ireland S&C Engineers and internal teams as required by the Head of Technical services Provide cover for the Technical Services team as required Identify spare parts and consumables for the Service Business Team and customers and generate the List of Spare Parts and Consumables for Company products as required Parts identifications to support the Field Service Team in the QOF process Parts identifications to support the Sales Team in the QOF process Creation of critical spare parts list Analyse client inquiries and utilise data for parts creation Technical & Commercial Site Reviews: Support the delivery of technical training programmes for VWT Ireland customers (in-house, on-site or via digital media) covering water treatment theory, best practice, systems, products and services Assist with customer site audit administration as required Identify opportunities for additional revenue including site efficiency measures and audits to generate site reports for further discussion with the clients. Support with Quotation Order Forms (QOFs) from the Service Engineers. Documentation Control: Provide the technical data required in the preparation of customer service contracts. Collaborate with, and provide technical support to, the Technical Support Engineer to prepare risk assessments and method statements, as required. Generate Calibration Certificates resulting from Service Reports. In conjunction with the Senior Technical Services Executive, organise Technical Service Manuals to coincide with the release of new products or changes to current products. Support the PQMC Process as directed by management Assist in the generation of company documentation as required. Digital Services (remote monitoring system) Monitoring and review of digital services platform Attend weekly meetings Raise tickets as required General Assist in the preparation and issue proposals for site refurbishments in accordance with Engineering Department Procedures. Assist in project handovers to the service department as directed by management. Adhere to Company Standard Operating Procedures (SOPs) and ISO Regulations. Comply with Health & Safety obligations and regulations. Safeguard and maintain relevant Company equipment. Travel from time to time within Ireland and overseas. Demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department An ability to multitask is essential to this role Requirements & Core Competencies: Ownership & Accountability:Towork efficiently and effectively and to take full ownership and accountability for resolving all customer account commercial queries and to seek direction / approval from management where required. Professional Relationships: To maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times. Team Player -To proactively contribute to the Companys success and act as a responsible team player to support colleagues and the best interests of the Company at all times. Continuous Improvement- To commit to the on-going success of the Company and undertake to actively identify and deliver continuous improvement and growth within the Company. IT Skills- To commit to continuous learning and the use of the latest IT equipment and software as required by the role. Policies & Procedures- To follow Company Directives and adhere to Company Policies and Procedures at all times. Flexibility - To demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department. Skills: Excellent Communication Skills Analytical Skills Problem Solving Skills Benefits: Salary Pension Health Insurance

At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported , and always be yourself. W e're building a culture that celebrates backgrounds , experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.
Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges .
The Technical Support Manager for Beckman Coulter Diagnostics is responsible for directing the activities of the Technical Support team group in the Clare, Ireland manufacturing facility, to provide global support for the installed customer base, commercial operations, subsidiaries, and distributors.
This position is part of the Global Product Technical Support team located in Clare, Ireland and will be an on-site position . The position reports into the Director of Global Product Technical Support. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.
In this role, you will have the opportunity to:
+ Lead and coach a team to achieve high performance and develop associates to align with business objectives and annual plan
+ Communicate support activities to management and as necessary, other business units.
+ Drive Service and Support deliverables for new product developments
+ Ensure that department activities comply with company standards and procedures.
+ Encourage teamwork within own function as well as involvement where appropriate in cross-functional problem-solving initiatives.
+ Take a leadership role in developing and implementing new techniques and initiatives to enhance support
+ Is an influential leader and team player, fully motivated to guide and influence others to achieve in line with long range plan objectives.
+ Establish departmental goals to achieve objectives and KPIs.
+ Identify and solve operational and organizational problems leveraging the appropriate resources within or outside the department
+ Provide technical guidance to associates, colleagues and customers
The essential requirements of the job include
+ Strong Interpersonal and communication skills
+ Experience in the Medical Device, Pharma or similarly regulated industries
+ Strong Knowledge of Quality System and compliance with agency regulatory requirements
It would be a plus if you also possess previous experience in:
+ Knowledge of Danaher Business System
+ Management of people and or projects
Education & Experience:
+ Bachelor's degree
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit .
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

**Job Summary**
As a Technical Support Engineer - German Speaker, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. This is hybrid working position.
**Job Requirements**
- Provide technical support via telephone, web or autosupport.
- Research customer issues in a timely manner and follow up directly with the Customers with recommendations and action plans.
- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to facilitate solutions most quickly for customers.
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
- Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
- Gain knowledge and expertise through hand-on experience, self-study and through a variety of learning environments
- Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
**Your Profile**
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.
- 1 - 2 years of experience in UNIX, Linux,Windows networking administration, Devops, Cloud, Data Warehousing or technical support is desired.
- Good written and verbal communication skills in German language (must be fluent, C1+)
- Good interpersonal communication and customer service skills
- Strong aptitude for learning new technologies
- Creative approach to problem solving
130869
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
**Equal Opportunity Employer:**
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
**Why NetApp?**
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.
We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.

**Job Summary**
As a Technical Support Engineer you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing
and debugging the NetApp AFF, FAS and Hybrid Cloud product lines. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.
To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data centre.
**Essential Functions**
+ Troubleshooting complex issues related to the NetApp FAS/AFF product line, customer environments and associated NAS protocols (CIFS, NFS)that could not be resolved by lower levels of support
+ Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via ActiveIQ Automated Case Generation.
+ Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
+ Collection and analysis of multi-platform logs to identify issues and determine root cause.
+ Focus on addressing the root cause of the problem rather than the symptoms.
+ Keen attention to detail, memory of patterns, and interest in problem solving
+ Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
+ Escalate cases to Escalation Engineers when the problem is too complex or falls out of your specific area of expertise
+ Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
+ Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
+ Share best practices with Technical Support Centre staff and learn about new technologies and complimentary storage applications.
**Job Requirements**
+ Strong written and verbal communication skills in English and German
+ Experience in troubleshooting methodologies
+ Must have expertise in two or more of the following areas:
+ NetApp Cluster-Mode Storage Solutions and related technologies
+ Data ONTAP operating system and NetApp High-Availability (HA) technology
+ NetApp Storage Management Software Suite
+ NetApp Data Protection Software and related backup technology
+ Performance issues relating to NetApp storage solutions
+ UNIX/Linux configuration, administration and technical support
+ Microsoft Windows environment configuration, system administration and technical support
+ NAS and/or SAN storage and surrounding infrastructure
+ The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions
+ Server, and Desktop Virtualization Solutions (such as VMware, Microsoft HyperV, Citrix) - Performance issues relating to NetApp storage solutions
+ One or more cloud solutions: AWS Cloud solutions, Google Cloud solutions, Azure Cloud solutions, Cloud orchestration (K8s)
+ Data tiering concepts
+ NVMe-oF
+ BMC & IPM
**Education**
+ 3 - 5 years of experience in UNIX, Storage administration or technical support.
+ A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
130590
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
**Equal Opportunity Employer:**
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
**Why NetApp?**
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.
We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.

**Job Summary**
As a Technical Support Engineer - Spanish Speaker, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. This is hybrid working position based in Cork City
**Job Requirements**
- Provide technical support via telephone, web or autosupport.
- Research customer issues in a timely manner and follow up directly with the Customers with recommendations and action plans.
- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to facilitate solutions most quickly for customers.
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
- Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
- Gain knowledge and expertise through hand-on experience, self-study and through a variety of learning environments
- Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
**Education**
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.
- 1 - 2 years of experience in UNIX, Linux,Windows networking administration, Devops, Cloud, Data Warehousing or technical support is desired.
- Good written and verbal communication skills in Spanish language (must be fluent, C1+)
- Good interpersonal communication and customer service skills
- Strong aptitude for learning new technologies
- Creative approach to problem solving
131166
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
**Equal Opportunity Employer:**
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
**Why NetApp?**
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.
We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.

**Job Summary**
Dedicated technical support specialist with extensive experience in diagnosing and troubleshooting complex software and network systems. Proficient in providing high-quality assistance to customers, partners, technicians, and system administrators through various communication channels, including email, remote sessions, and phone/chat support. Skilled in addressing escalated issues beyond first-line support, effectively identifying and reporting bugs and feature requests while collaborating with sw-engineering and development teams to drive product improvements. Experience in customer installation and training, with a strong ability to support users of advanced technical products. Committed to enhancing user experience by creating, updating, and managing knowledge base articles tailored to supported products. Demonstrated ability to foster positive customer relationships and ensure satisfaction in a highly technical environment.
**Job Requirements**
+ Good understanding of:
- Storage concepts and infrastructure
- Database principles, (mysql)
- Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces etc)
- Windows and Linux Operating Systems
+ Basic understanding of
- Hypervisor (Hyper-v/VmWare)
- Remote authentication methodology (LDAP, SAML etc)
- Data protection and backups
- Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)
- RestAPI methodology
+ Knowledge of the following technologies will be considered an asset
- OnCommand products suite
- NetApp Storage System operating systems such as Data ONTAP
- Scripting or programming languages such as Python, JAVA, Perl, etc.
- The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
- NetApp High-Availability (HA) technology
- NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc)
- Kepner-Tregoe methodology, Knowledge-Centered Service (KCS) methodology
**Your Profile**
+ A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
+ 2+ years of experience in a relevant technical support role
+ Good written and verbal communication skills
+ Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations
+ Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
+ Ability to follow standard engineering principles and practices
+ Creative approach to problem solving
+ Fluent in English + any of the following languages: German, French, or Hebrew
130426
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
**Equal Opportunity Employer:**
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
**Why NetApp?**
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.
We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.

Requirements: Education: BEngTech (Engineering Systems Maintenance) MEng in Mechanical and Manufacturing Engineering Duties and Responsibilities: Technical Support: Provide technical support to external customers, VWT Ireland S&C Engineers and internal teams as required by the Head of Technical services Provide cover for the Technical Services team as required Identify spare parts and consumables for the Service Business Team and customers and generate the List of Spare Parts and Consumables for Company products as required Parts identifications to support the Field Service Team in the QOF process Parts identifications to support the Sales Team in the QOF process Creation of critical spare parts list Analyse client inquiries and utilise data for parts creation Technical & Commercial Site Reviews: Support the delivery of technical training programmes for VWT Ireland customers (in-house, on-site or via digital media) covering water treatment theory, best practice, systems, products and services Assist with customer site audit administration as required Identify opportunities for additional revenue including site efficiency measures and audits to generate site reports for further discussion with the clients. Support with Quotation Order Forms (QOFs) from the Service Engineers. Documentation Control: Provide the technical data required in the preparation of customer service contracts. Collaborate with, and provide technical support to, the Technical Support Engineer to prepare risk assessments and method statements, as required. Generate Calibration Certificates resulting from Service Reports. In conjunction with the Senior Technical Services Executive, organise Technical Service Manuals to coincide with the release of new products or changes to current products. Support the PQMC Process as directed by management Assist in the generation of company documentation as required. Digital Services (remote monitoring system) Monitoring and review of digital services platform Attend weekly meetings Raise tickets as required General Assist in the preparation and issue proposals for site refurbishments in accordance with Engineering Department Procedures. Assist in project handovers to the service department as directed by management. Adhere to Company Standard Operating Procedures (SOPs) and ISO Regulations. Comply with Health & Safety obligations and regulations. Safeguard and maintain relevant Company equipment. Travel from time to time within Ireland and overseas. Demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department An ability to multitask is essential to this role Requirements & Core Competencies: Ownership & Accountability:Towork efficiently and effectively and to take full ownership and accountability for resolving all customer account commercial queries and to seek direction / approval from management where required. Professional Relationships: To maintain strong and professional relationships with customers and colleagues, and to deliver excellent service to both to the very best of your abilities at all times. Team Player -To proactively contribute to the Companys success and act as a responsible team player to support colleagues and the best interests of the Company at all times. Continuous Improvement- To commit to the on-going success of the Company and undertake to actively identify and deliver continuous improvement and growth within the Company. IT Skills- To commit to continuous learning and the use of the latest IT equipment and software as required by the role. Policies & Procedures- To follow Company Directives and adhere to Company Policies and Procedures at all times. Flexibility - To demonstrate a flexible approach to working hours in order to cope with urgent situations and an unexpected workload as well as a willingness to undertake the additional duties which may be required from time to time by the Company to ensure the efficient and effective operation of the Service Department. Skills: Excellent Communication Skills Analytical Skills Problem Solving Skills Benefits: Salary Pension Health Insurance

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.
In the Americas, SMBC Group has a presence in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.
+ This is a hybrid role, requiring the successful candidate to attend our Tralee office.
+ Current hours of support begin at 7am through until 10pm Monday - Friday, working 7.5 hours each day on a shift rotation basis which changes each week.
+ Occasional, planned, Saturday weekend work.
**Role Description**
We are currently looking for an IT Helpdesk Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Helpdesk Team Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them their IT related issues and queries.The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday - Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.
**General Duties and Responsibilities:**
+ Providing internal end user support through various channels (Phone, Teams, Service Now)
+ Taking IT related calls from end users
+ Managing a Self-Service ticket queue
+ Logging & managing these tickets through to resolution
+ Supporting the Major Incident process
+ Primary IT Contacts for the business
+ Work with and support ad-hoc IT initiatives / projects
+ Prepare and update Knowledge Articles as required
+ Supporting Application teams with their Projects, queries and issues
+ Supporting during build and test weekends during the year (Scheduled test weekends)
+ On Call Rotation (Weekend)
+ On Site Desktop Support
+ IT Asset Management
+ Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work.
**Essential Skills**
+ Able to grasp new concepts quickly and efficiently
+ Willingness to learn
+ Highly self-motivated and ability to work on own initiative as well as under direction
+ Excellent attention to detail and proven analytical and problem-solving abilities
+ Experience working in a team-oriented, collaborative environment
+ Experience in working in a fast-paced environment, using multiple systems for their current role
+ Excellent written and oral communication skills including strong technical documentation expertise
+ Strong customer service orientation
+ Good interpersonal skills including empathy with users, active listening, patience and understanding
+ Ability to effectively prioritise and execute tasks in a high-pressure environment
**Role Objectives: Expertise**
Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end-user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews.
**Desirable Experience**
+ Previous IT Helpdesk experience and/or call centre experience.
+ Knowledge of ITIL service delivery best practices
+ Citrix/virtual environments.
+ Windows 11
+ Service Now
+ An understanding of MS Office applications/O365
+ An understanding of Active Directory
+ Remote Support Tools
+ Troubleshooting Hardware issues
+ Knowledge of Apple Mac/iPad a plus
+ iPhone user support
+ Foreign language skills (French, German, Japanese) a plus.
SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at

The Red Hat , Customer Experience and Engineering group is looking for a skilled and experienced Technical support engineer to join our Openshift support team. We are adding a engineer to assist our customers to migrate to and maintain OpenShift Virtualisation environments and to provide a world class customer experience.
Red Hat's technical support engineering is a customer facing support organization that provides high quality technical support to customers around the globe across all Red Hat product lines and is dedicated to resolving issues quickly and efficiently.
As a Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product. This position extends well beyond product support as you will take on the role of trusted partner to our customers. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics. In this role you'll work closely with application and engineering teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities. This is a highly skilled position that requires an engineer with initiative.
**What you will do**
+ Act as the direct contact and adviser for customer inquiries about **Red Hat OpenShift Virtualisation** via ticketing tool, by phone and using remote access tools
+ Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues within the designated service-level agreement (SLA)
+ Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
+ Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
+ Ability to multitask, prioritize, and work under pressure
+ Outstanding troubleshooting skills and passion for problem solving and investigation
+ Capability to front-ending the customer and internal stakeholders at the senior management level - Document diagnostic steps and create reusable solutions for future incidents
+ Ability to work as part of a team and focus on customers and solving their issues
+ Be available to perform weekend shift duties on a rotational schedule when needed
+ Contribute to regional or global initiatives or projects
+ Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
**What you will bring**
+ Professional experience with **configuring** and **troubleshooting OpenShift** or **Kubernetes** with all of its components such as logging, monitoring, networking, storage and **Service Mesh**
+ Experience with **Openshift Virtualisation** including **migration to Openshift Virtualisation**
+ Professional experience with container related technologies like **D** **ocker, Podman, LXC, CRI-O, runc**
+ Experience handling technical issues when escalated
+ Experience with automation tools or scripting languages like **Ansible, Bash, or Python**
+ Professional experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing
+ Proficient in **Linux** operation and administration
+ Passion for problem-solving and investigation of the most complex customer and technical problems
+ Good written and verbal communication skills in English
**Following is considered a plus:**
+ Experience with **OpenShift clusters in Baremetal** is a plus
+ Having any of the following **Red Hat Certifications** is a plus: Red Hat Certified Engineer (RHCE), Containers & Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380)
+ Knowledge of **Linux Kernel** is a plus
+ Experience with **Ceph storage** and virtualisation - Hands-on experience with **Python** and scripting languages, like **Perl and Bash**
+ Strong networking knowledge; networking security is a plus
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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