What Jobs are available for IT Support in Cork?

Deskside Support Engineer L3

Place of work: On-site – City Gate, Cork / Duration: Permanent / Hours of work: Monday to Friday – Office Hours.

About the Company and the Role:

Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the organisation, you will work directly on a client site, working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organisation, we offer all our employees access to an online training platform, career progression and a supportive environment.

In this role, you will work directly on a client site in Cork as a member of a wider managed services team across Ireland. In addition to responding to escalated cases from Level 1 & 2, our Level 3 typically utilise enterprise monitoring toolsets to monitor and manage core operating systems, applications, network devices, server hardware, user workstations, storage, virtualisation infrastructure, and hosts where applicable

Position Responsibilities:

Day-to-day Support:

• Provide on-site 3rd-level support to the service desk and on-site engineers to enable the successful resolution of infrastructure-related incidents.

Problem Management:

• Problem and opportunity identification
• Root cause analysis for escalated incidents, with a view to minimising both the frequency of specific incidents but also their resolution time
• Apply major incident process. Complete major incident reports when requested.

Ongoing Maintenance:

• Certificate management / Checking license expiries / cert expiries
• Firewall and anti-spam support
• Maintain software licenses and maintenance for any antivirus and web filtering administration and monitoring software procured by the client
• Maintain and troubleshoot backup infrastructure to ensure successful completion of nightly, weekly, and monthly scheduled jobs
• Review success and failure of backups and where a backup has failed, identify root cause and fix
• Confirm capacity of environment and take action where threshold breach is predicted (e.g. disk space, CPU usage etc.)
• Amend job schedules (in accordance with the client's change policy)
• Assessment of new technology including hardware and software
• Ensure maintenance & support contracts with third party vendors are kept up to date including engagement with the client's Procurement team to procure new hardware and software
• Liaising with 3rd party support Vendor to package new applications, test new feature releases, apply security updates to Servers, etc.

Project Support:

• Provide support to the project team during certain infrastructure projects

Disaster Recovery / Business Continuity:

• Execute disaster recovery strategy during the client's DR testing, as required
• Update existing disaster recovery strategy in accordance with the client's DR review
• Make recommendations for improvement disaster recovery processes
• Create run book for DR testing or DR activation

Knowledge Management:

• The Level 3 support team will be responsible for maintenance of the Knowledge base for Level 3 support services. The Knowledge base will be stored on the Customer's infrastructure or within the ITSM solution.

Technical Competencies:

• Excellent knowledge of desktop, laptop and mobile device hardware, operating systems and protocols
• Key requirements include

Exchange server administration

Working knowledge of O365 administration

Virtualisation products (Hyper-V and VMWare)

SCCM

Windows 10/11

Microsoft Office suites

Laptop, Desktop and Peripheral Hardware

Mobile devices (iOs, Android)

Intune, Company portal and Microsoft Authenticator

MS Active Directory

• Additional skills include

Networking

MacOS

ServiceNow experience

Business Competencies:

• KPI Reporting
• Process Documentation: Proven expertise in drafting and implementing process documentation.
• Resource Management: Skill in scheduling and managing allocated resources effectively.
• Performance Management: Competence in conducting performance reviews and managing team performance.
• Mentoring and Training: Demonstrated skill in offering guidance, mentoring, and training to team members.
• Leadership: Strong leadership skills with a focus on team development and collaboration.
• Strategy Contribution: Ability to contribute to and influence strategies affecting the team.
• Continuous Improvement
• Team Advocacy: Skill in advocating for the team within the broader business context.
• Commercial Acumen: Understanding of commercial aspects and business acumen.
• Risk Management: Ability to identify, assess, and manage risks effectively.

Job Types: Full-time, Permanent

Application question(s):

• Do you have work experience with desktop, laptop and mobile device hardware, operating systems and protocols?
• Do you have work experience with Windows 10/11?
• Do you have work experience with Virtualisation products (Hyper-V and VMWare)?
• Are you currently residing in Cork?
• Will you now or in the future require sponsorship for employment visa status?

Work Location: In person

Deskside Support

Cork, Contract, 12 month contract

About the Company

My client is a leading international company based in Cork.

About the Position

We're seeking an
IT Support Technician
to provide technical assistance to users across hardware, software, and systems. The role involves diagnosing and resolving issues in person, remotely, or via phone/email, ensuring smooth day-to-day IT operations.

This position suits someone with a strong customer focus, sound troubleshooting skills, and a willingness to learn in a structured environment.

Key Responsibilities

• Provide first- and second-line technical support to end users.
• Diagnose and resolve routine and moderately complex hardware and software issues.
• Install, configure, and maintain computer systems, peripherals, and applications.
• Document incidents, service requests, and resolutions accurately.
• Escalate issues appropriately following defined procedures.
• Assist in maintaining system performance, availability, and capacity standards.
• Communicate effectively with colleagues and team leads on progress and issues.
• Contribute to knowledge-sharing documentation and process improvement.
• Adapt to changing priorities and troubleshoot unexpected technical challenges.
• Participate in training and development to enhance technical skills.

Core Competencies

• Accountability:
  Takes ownership for quality and timely results.
• Adaptability:
  Adjusts to changing technologies and work environments.
• Collaboration:
  Works effectively as part of a cross-functional team.
• Communication:
  Shares clear, concise, and accurate information.
• Analytical Thinking:
  Identifies patterns and trends to resolve issues.
• Customer Focus:
  Understands and addresses user needs efficiently.
• Initiative:
  Proactively seeks solutions and improvements.
• Technical Troubleshooting:
  Applies logical, methodical approaches to problem-solving.

Experience/Requirements

• Working knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with Microsoft Office 365 and standard business applications.
• Understanding of PC hardware setup, configuration, and maintenance.
• Basic knowledge of networking fundamentals and IT security best practices.
• Ability to manage software installations, updates, and re-imaging processes.
• Experience following standard escalation and incident management procedures.

Remuneration Package

A good rate is on offer as well as the opportunity to work in an excellent working environment.

Contact

Please contact Derek Smyth on or email or simply click the apply button.

To view all live jobs with Brightwater and market insights, please visit our website

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

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.

• 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.

• 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 (B2 level)
• Good interpersonal communication and customer service skills
• Strong aptitude for learning new technologies
• Creative approach to problem solving

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.

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

Job Title:
Technical Support Engineer - German Speaking (Hybrid)

About
Trellix:
Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work.
Our comprehensive, GenAI-powered platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.

We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at

Role Overview:
In the role of a Technical Support Engineer, you will report to the Manager of Technical Support. You will be a part of the support team and will provide end-to-end case ownership. You will work with all levels within Support, Engineering and Product Management to identify/implement technical solutions to customer issues and share your feedback to help improve the quality.

As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class

experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes. This is a hybrid role for the offices located at Aylesbury, UK / Cork, Ireland.

About the role:

• Work on issues raised by customers from creation to closure
• Assess and understand the impact, severity and urgency of issues
• Provide support to customers and build rapport through relationship building
• Participate in escalation calls with internal and external audiences
• Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals
• Set and manage expectations with customers, including regular communications
• Conduct remote sessions to quickly resolve and progress issues
• Closely work with engineering and peers to accelerate solutions. Work in a hybrid setup
• Identify data requirements and assist with data collection

About you:

• 3+ years of applicable experience in a customer-supporting IT environment
• Experience in supporting customers in medium to large enterprises
• Customer-focused, patient, flexible and a desire to progress quickly
• A team player, able to build rapport and get your point across in a calm manner
• Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience
• Strong problem-solving skills
• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
• Document customer interactions to a high standard
• Able to work well in a dynamic environment with a sizeable workload and multiple priorities
• Experience successfully managing and resolving critical issues
• Demonstrates a desire for learning and the ability to retain and build upon experience
• Cloud/AI knowledge desirable
• Fluent in English and German

Company Benefits and Perks:
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Company Benefits and Perks:
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

Job Summary
We are looking for an experienced technical support specialist who excels in diagnosing and troubleshooting complex software and network systems, providing top-tier assistance through various channels. The ideal candidate should be skilled in addressing escalated issues, collaborating with engineering teams, and enhancing products. Proficiency in customer installation, training, and knowledge base management is essential, along with a dedication to fostering positive customer relationships in a 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 in both German, Italian or Hebrew(B2+) and English
• 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, Italian, or Hebrew

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.

Description
What We Do
Managing cyber risk, together – Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and vision.

Join us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world's most challenging security problems. Innovation starts here, everyone's ideas are valued, visionaries welcomed

We are looking for resourceful and gritty individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world's most challenging security problems. Innovation starts here, everyone's ideas are valued, visionaries welcomed

You will be responsible for developing a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed and will use your knowledge and experience to solve technical problems for customers and to act as adviser to less experienced team members. You will also complete assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Acts as a technical point of contact and is repeatedly sought by others to provide specialty knowledge to assist them in their problem solving. Routinely monitors and develops knowledge assets to enable customer self-sufficiency.

What You Will Do

• Provide expert guidance to customers and other support engineers
• Collaborate with the team to resolve complex customer issues
• Handle case escalations and solving customer issues on site
• Work closely with Engineering to relay any product issues
• Travel occasionally to customer sites for emergency technical issues

What You Will Bring To Forescout

• 5-8 year's technical experience in a support role (in an Enterprise-level support environment is a plus with 2+ years' experience troubleshooting hardware related issues.
• Bachelor's Degree or equivalent work experience.
• Outstanding customer-facing skills and expert ability to assess situations and adapt according to customer needs and ability to troubleshoot heterogeneous environments.
• Capable of documenting problems and solution for internal as well external customers and model documentation and case management practices
• Understanding of enterprise computing environments, distributed applications, and a strong knowledge and understanding of TCP/IP networks to include ASA ,Palo Alto firewalls, and Cisco, Juniper, and Brocade switches
• Hands on experience in both Windows and Linux, Mac OSX platforms with a solid understanding of networking principals and security best practices.
• Understanding of the system hardening processes, tools, guidelines and benchmarks and Computer Networking Systems Administrator's level Knowledge of all protocol layers.
• Industry Certifications such as CISSP, CASP, Security+, CEH, SANS (GCIA, GCIH, GREM, GPEN).
• Advanced Administrator's level of understanding of Operating Systems (Linux, Windows, Macintosh, and UNIX)and strong knowledge of enterprise networking environments.

What Forescout Offers You
Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more

More About Forescout
The Forescout 4D Platform provides complete asset intelligence and control across IT, OT, IoT, and IoMT environments. For more than 20 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. With seamless context sharing and workflow orchestration across more than 100 full-featured security and IT product integrations, Forescout makes every cybersecurity investment more effective. Learn more at

.

Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision
A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless – We're smart, determined, and find a way. We figure stuff out.
• One Team – We all work together, and we all win together.

Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply
NOTE TO EMPLOYMENT AGENCIES:
We
value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.
All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.

No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our "One Team" philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Description
What We Do

Managing cyber risk, together
– Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and vision.

Join us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world's most challenging security problems. Innovation starts here, everyone's ideas are valued, visionaries welcomed

You will be responsible for developing a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed and will use your knowledge and experience to solve technical problems for customers and to act as adviser to less experienced team members. You will also complete assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Acts as a technical point of contact and is repeatedly sought by others to provide specialty knowledge to assist them in their problem solving. Routinely monitors and develops knowledge assets to enable customer self-sufficiency

What You Will Do

• You will be responsible for the operational excellence of a technical support team.
• Functioning successfully in this role will require a sense of urgency, total ownership for the customer experience and the ability to navigate and get things done cross-functionally.
• You will be responsible for the day to day leadership of front line Support Engineers including, hiring, training, and developing a highly qualified team with focus on the customer experience, skills development, productivity, resource scheduling, employee morale and team motivation.
• Through the use of metrics and a hands on approach, ensure support team is delivering high quality customer support. Develop, track/monitor and analyze key customer support metrics to manage the team effectively.
• Manage escalation of customer issues, working closely with customers and internal teams for resolution. Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization.
• Work with Engineering to ensure that customer found defects and product supportability gaps are addressed.
• Develops technical support policies and procedures to ensure consistent customer service and satisfaction.
• Evaluates individual and team performance and provides guidance on resolving performance issues. Extended or non-traditional work hours will be required.
• Opportunity for domestic and international travel.
• Manager on call Rotation

What You Will Bring To Forescout

• You possess a Bachelor's degree in business or related field required and have a minimum 8 years of experience in customer support management in the high-technology industry.
• You have a strong understanding of support processes and methodologies including how to interpret support KPIs and metrics.
• You have knowledge/experience utilizing or similar Sales CRM-like tool.
• You have a strong understanding of the following: Routing, Switching (layer 2/layer3), Traffic Monitoring/Spanning: 802.1Q VLAN, VPN, LAN, WAN, WLAN

What Forescout Offers You
Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more

More About Forescout
The Forescout 4D Platform provides complete asset intelligence and control across IT, OT, IoT, and IoMT environments. For more than 20 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. With seamless context sharing and workflow orchestration across more than 100 full-featured security and IT product integrations, Forescout makes every cybersecurity investment more effective. Learn more at

.

Our Mission
To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation.

Our Vision
A world where every cyber asset is seen, secure and compliant.

Our Cultural Values

• Cyber Obsessed – We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven – We listen, we learn, and we make it right.
• Collaborative, without Ego – No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless – We're smart, determined, and find a way. We figure stuff out.
• One Team – We all work together, and we all win together.

Our DEI Statement
At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team.

NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.

All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature.

No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our "One Team" philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

Job Summary
The Technical Support Manager directly manages a team of Technical Support and Escalation Engineers whose primary focus is troubleshooting, repairing, debugging and diagnosing incidents with NetApp products. This can include hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. The Technical Support Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Senior Management, Engineering, Support Account Managers and Sales in order to drive operational excellence within support.

Key Responsibilities

A major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for

• Resolving customer problems that come in via the telephone, the web, chat or AutoSuppor
• Researching customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
• Creating new knowledgebase articles to capture new learnings for reuse throughout the center.
• Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
• Responding to situations where NetApp product support has been unable to solve customer's technical issues.
• Providing a high level of proactive and reactive services by building relationships with the customer to best serve their needs

Job Requirements

• Excellent written and verbal communication skills.
• Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations.
• A clear understanding of the product development cycle, technical requirements and project management.
• Experience and understanding of Storage Hardware, Software, Cloud and Virtualization technology
• A strong understanding of concepts related to computer architecture through implementation.
• A demonstrated ability to function successfully as a leader.
• Responsibility & Interaction
• This position is responsible for managing many tasks within a large group or department.
• Align local targets to business goals
• The potential impact of decisions made by this individual will be mostly operational.
• This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.
• This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.
• Utilizes people skills and available manager tools to positively impact the development of your team within their role and career.
• This individual must demonstrate favorable results through providing leadership to function.

Related Experience Desire

• A minimum of 1 to 5 years of experience as a people leader is required.
• Demonstrated ability to manage multiple projects is required.

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.

Please Note:

1. If you are a first time user, please create your candidate login account before you apply for a job.

2. If you already have a Candidate Account, please Sign-In before you apply.

Job Description:

Your next adventure at VMware by Broadcom is only a click away

At VMware by Broadcom, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights.

Job Description

Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for customers? Do you like to work as part of a team? Do you like to learn from others? Do you like to share your knowledge? If the answer to these questions is yes, then VMware by Broadcom has a Technical Support role for you. You will be working on the latest and top of the line technology to become an expert in the IT industry. We take great pride in helping our engineers to develop themselves and become experts in their chosen fields.

What are the performance outcomes over the first 6-12 months you will work toward completing?

As a Level 3 Technical Support Engineer, you will be learning VMware by Broadcom VCF technology to help our customers troubleshoot, understand, and overcome challenges in their complex environments.

• First step in this role will be to upskill on our support processes and products and to understand how we work as part of a global team.
• Once achieved, you will begin to troubleshoot customer issues with the support of tenured engineers through the knowledge you have gained.
• You will engage regularly with VMware by Broadcom engineering team(s) to bring value to customers, and to resolve politically and technically escalated issues.
• As your skill set grows, you may choose to work on additional product lines and progress your skillset on more technologies or seek to become expert in a wide variety of products and or technology related to our product portfolio.
• Throughout this time, and your career at VMware by Broadcom, you will continue to develop through training, learning tools, research time and training days.
• As you approach the 12-month period of your tenure, opportunities may emerge whereby you can begin to share your knowledge and experience with newer members of your team.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Level 3 Technical Support Engineer in VCF Division, you will be responsible for resolving customer technical issues. Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

To be successful in this role, you will:

• Have 5+ years of industry experience in the Virtualization domain.

• Learn new communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.

• Resolve customer queries while providing world class support to our customers.
• Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
• Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
• Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.

What is the leadership like for this role? What is the structure and culture of the team like?

• The selected candidate will be reporting to one of the Technical Support Managers. Managers have a considerable amount of experience in managing enterprise support and leading the team to success through the company's values. Leadership is deeply invested in the teams' careers development and has a successful track record of ensuring the team is successful as a unit and ensuring the individual team members progress in their careers.
• Leadership practices high ethical management and provides good work environment while being employee friendly
• The core team comprises engineers at different levels (L1, L2 and L3) supporting VCF suite of products. The team is part of the 24x7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirement
• The role will require the candidate to work Mon-Fri and flexibility to work in any shift

.

Where is this role located?

• Fixed: this role is based out of VMware by Broadcom's Cork office.

VMware by Broadcom is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware by Broadcom is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware by Broadcom are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware by Broadcom will not tolerate discrimination or harassment based on any of these characteristics. VMware by Broadcom encourages applicants of all ages. VMware by Broadcom will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.