Technical Support Engineer (Junior)

Technical Support Engineer (Junior)

Role Overview

The Technical Support Engineer (Junior) will provide first-line technical support to customers and end users, investigating and resolving hardware and software issues across a range of technical products. This is a hands-on role that combines technical troubleshooting with strong customer communication and collaboration with internal engineering and support teams.

The role offers excellent exposure to products, systems, and customer environments, with ongoing training and development provided.

Key Responsibilities

• Investigate and resolve technical issues reported by customers and end users, including log analysis, fault diagnosis, and solution implementation.
• Perform initial diagnostics on hardware and software issues across installed products and systems.
• Communicate with customers via email and phone to understand issues, provide updates, and guide them through resolutions.
• Liaise with internal technical teams to obtain information and support required to resolve customer issues.
• Participate in ongoing product training to build in-depth knowledge of product features, configurations, and applications.
• Create and maintain accurate records including technical service logs, product updates, changes, discontinuations, and product comparisons.
• Work closely with colleagues across internal teams and international support functions as required.
• Escalate complex or unresolved technical issues to higher-level support teams in a timely manner.
• Support customers with product information, setup assistance, training, and best-practice guidance.
• Remain flexible and responsive to additional tasks or responsibilities as required by management.
• Travel within Ireland and occasionally abroad may be required.

Skills, Experience & Attributes

Qualifications

• Technical qualification in Electrical Engineering, Engineering, IT Communications, or a related discipline.

Technical Skills

• Proven technical aptitude with the ability to develop a strong understanding of electrical systems, including hardware, software, and networking.
• Strong general IT skills with experience using Microsoft Outlook and Microsoft Teams.
• Excellent computer literacy, including proficiency in Microsoft Word, Excel, and PowerPoint.
• Experience or familiarity with CRM systems is desirable.

Core Competencies

• Strong organisational skills with the ability to manage and prioritise multiple issues simultaneously.
• Ability to work independently as well as collaboratively within a team environment.
• Strong problem-solving skills with a structured and methodical approach to fault diagnosis.
• High attention to detail and ability to assess potential solutions and their implications.
• Excellent communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
• Willingness to stay current with evolving technologies and continuously develop technical knowledge.

Additional Requirements

• Full clean Irish driving licence.