Customer Support Engineer Lisboa

Customer Support Engineer
Lisboa
Lisboa, Lisboa, Portugal

**Job Title**Customer Support Engineer**Summary**Customer Support Associateprovides
- based technical support for passenger
- service products used by global airlines and airports. In this role, they take calls directly from passenger facing agents or airport/airline helpdesks. They also react to automatically logged incidents and alerts generated by sophisticated surveillance tools. The products supported include passenger processing equipment installed at airports (auto bag drop units,
- in kiosks, bio pods, auto boarding gates) as well as the cloud and network infastructure that enable passenger
- service processing. In addition, software based products supported include Whte Label appliction, touchless bag tagger, passenger reconciliation,
- airport and
- airport
- in. Required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services. This is a shift based roles with rostered shifts on all 365 days of the year supporting the global customers**Incident Management*** Respond to customer enquiries (via different channels) concerning Amadeus Selfservice solutions. * Take ownership of customer issues from acknowledgement through to resolution. * Log reported incidents in accordance with the incident priority definitions for the specific customer SLA. * Triage all incidents (whether automatically logged by the Next
Gen monitoring tools, or manually logged). * Investigate to determine the root cause using tools such as Unltra
VNC, Kibana, log analysis etc. * Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe. * Escalate incidents that are outside the scope of team responsibilities to
- level support groups within Amadeus or to external service providers. * Document errors and resolutions related to Amadeus Selfservice solutions. * Create and update support documentation. Work with the customer service design team to develop new support models and implement new customers. * Deliver training of Airport IT solutions to customers, business partners, and colleagues. **Alert Management*** React to
- active alerts generated by the monitoring tools within the
- determine target times. * Lead the investigation of the root cause of the alerts. * Update the alert management tool with the outcome. * Escalate problems linked to repetitive alerts that are outside the scope of team responsibilities to
- level support groups within Amadeus or to external service providers. **Problem Management*** Identify recurring problems and known errors for root cause identification & resolution. * Log the problem with relevant logs and required information for further investigations from R & D teams. * Link the incidents to relevant problem records. * Assign and manage the priority based on the impact across multiple sites. * Verify and close the records once resolved. **Teamwork*** Shows good collaboration skills such as communicating clearly, listening attentively, empathizing with others, taking responsibility and being honest. * Establish reliable and helpful work connections with people across different departments. * Collaborate with your team members to reach the targets and offer helpful ideas to advance the work. **About the ideal candidate:*** Strong understanding of IT infrastructure, including cloud environments, networking, and hardware troubleshooting. * Ability to perform incident management, change management, and root cause analysis with precision. * Comfortable working with complex systems and tools to diagnose and resolve technical issues. * Strong analytical skills and the ability to make decisions under pressure. * Excellent communication skills to interact effectively with airline/airport staff and internal teams. * Empathy and patience when dealing with frontline
- facing agents under
- sensitive conditions. * Ability to provide clear, timely, and professional customer reporting. * Resilience in handling
- pressure situations in a global travel operations environment. * Strong interpersonal skills to collaborate with
- functional teams (technical experts, field engineers, product teams). **Preferred Qualifications*** Prior experience in technical support, IT operations, or airport/airline system support. * Knowledge of incident management. * Relevant certifications (e. g. , Comp
TIA, Cisco, Microsoft, or cloud certifications) are a plus. **What we can offer you:*** A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits. * A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. * Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through
-
- job training, formal learning activities, and
-
- day interactions with colleagues. * A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. * A flexible working model - We want our employees to do their best work, wherever and however it works best for them. * A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. * A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape
- lasting relationships with our customers, partners, and employees. * A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. #LI-EMEA******Diversity & Inclusion******Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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