Service Expert End-to-End W/M Algés

Service Expert End-to-End W/M
Lisboa
Algés, Lisboa, Portugal

Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon, Portugal with the mandate to provide financial services for Air Liquide European entities. In the space of 4 years, it has expanded to over 400 employees based in 3 office locations: Lisbon, Tomar and Guarda. The geographical scope was extended to include, besides the European affiliates also entities located in Africa, Middle-East and India, and the operational scope was extended and includes today not just Finance, but also Human Resources.

How will you CONTRIBUTE and GROW?

You will have an important role within Industrial Application, the IT branch of Air Liquide that manages all the business critical solutions that allow our industrial operation to run.

You will be part of a global customer service support team and provide Level 2 support (out of 3 levels, 1 being basic, 3 being advanced) for software solutions, assisting users functionally and technically.

The team currently includes 9 "Service Experts" located across different regions globally, all managed by the Product Delivery Manager in Paris.

You will focus mostly on European solutions, but you will work in a very international setting and customers worldwide.

You will monitor system activities, review tickets, diagnose issues, and offer solutions. The role involves creating action plans for service improvement, updating documentation, and escalating the most difficult problems to the next level of support.

Main Accountabilities

Assist functionally and technically users with contractual commitments of the use of solutions.

• Examine the cause of incidents and establish a diagnosis.
• Provide a temporary solution when a permanent solution is not possible.
• Update incidents and communicate timely to the customer about progress.
• Ensure the review of tickets within the entity and monitor the availability rate of solutions / domain.
• Escalate, in a timely manner, the more complex issues to the next level of support.
• Participate in the 24/7 application support coverage.

Carry out, implement and monitor action plans aimed at continuous improvement of the service (reduction of incidents, implementation of procedures, relay etc. . . ).

• Propose solutions to increase the reliability and quality of the applications as well as to reduce operating and on call costs while ensuring an adequate level of security.
• Participate actively in the updating of application's documentation linked to support activities.

Are you a MATCH?

• University Degree or College Diploma (3 years after high school).
• First experience in Information Technology or Computer Science, including application/system support: knowledge on network architecture, testing and integration of IT systems, troubleshooting and systems support activities.
• Customer service orientation and good communications skills.
• Sense of responsibility towards the solution you will work on.
• Good analytical skills to make business and functional analysis.
• Team spirit.
• Willingness to be
  - call 24/7
• English mandatory & Fluent in French.

Having the following hard skills would be great assets:

• Good knowledge of the Windows platforms: Windows Server, 2012, 2016, 2019 ; Windows 7, 8, 10 & 11.
• Knowledge of SQL Server database systems.
• Knowledge and expertise on Pi OSISoft or any Historian tool.
• Familiar with scripting languages (Power
  Shell, PL/SQL and TSQL).
• Experience with the Google tools will be a plus (Gmail, Drive, Docs, Sheets, Google+).

The position is based in Lisbon.

LI-OB1

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.