Service Expert SCADA W/M Lisboa

Overview

Air Liquide Europe Business Services (ALEBS) provides financial services for Air Liquide European entities, with operations across Lisbon, Tomar, and Guarda, and expanding to Africa, the Middle East, and India. The IT branch, Industrial Application, manages
- critical solutions for industrial operations.

You will be part of a global customer service support team and provide Level 2 support for software solutions, assisting users functionally and technically. The team comprises 9 Service Experts located across regions and is managed by the Product Delivery Manager in Paris. The role primarily focuses on European solutions within a very international setting and worldwide customers.

You will monitor system activities, review tickets, diagnose issues, and offer solutions. You will create action plans for service improvement, update documentation, and escalate the most difficult problems to the next level of support.

Responsibilities

• 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, reduce operating and
  - call costs, and ensure adequate security.
• Actively participate in updating the application documentation linked to support activities.

Qualifications

• University Degree or College Diploma (3 years after high school).
• First experience in Information Technology or Computer Science, including application/system support and knowledge of 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 perform business and functional analysis.
• Team spirit.
• Willingness to be
  - call 24/7.
• Hard skills: good knowledge of Windows platforms (Windows Server 2012/2016/2019; Windows 7/8/10/11), knowledge of SQL Server, knowledge and expertise on Pi System or any Historian tool, familiarity with scripting languages (Power
  Shell, PL/SQL, TSQL), and experience with Google tools (Gmail, Drive, Docs, Sheets).

The position is based in Lisbon.