Support Technician (Non-Production Environments) Porto

Support Technician (Non-Production Environments)
Porto
Porto, Porto District, Portugal

**COMPANY OVERVIEW**Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert. Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life! In a supportive environment, you can freely share and improve and skills and expertise. Generix Group is growing along with its talents, so let’s build our future together!**Ready to join us the challenge of digital transformation of prestigious clients? ****JOB DESCRIPTION**Ensure the resolution of tickets (incidents and requests), for the Generix Group solutions installed at the customers' premises, within the deadlines and the defined contractual framework. **MAIN RESPONSABILITIES**- Follow up of tickets from the clients (incidents and requests) and requalification of those tickets when applicable;



- Analysis, diagnosis and resolution of Level 1 tickets;



- Escalation of incidents and requests with all the necessary information when an upper level intervention is required;



- Gather of all needed elements for the diagnosis (trackers, debugs) and ensure the backup to share with higher levels;



- Ensure the
- up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);



- Guarantee appropriate and necessary communication with the customer’s
- users for reported incidents and requests until their resolution;



- Reassign
-
- scope requests to the appropriate department(s);



- Follow escalation instructions and communication of any critical incident;



- Deliver patches to thecustomer’s release team. **EXPERIENCE REQUIREMENTS**- Level 4/5 in Computer Science, Electronic and similar or first experience in IT;



- Required: analytical thinking (for example: root analysis of an incident);



- Required: writing and synthesis skills;



- Fluency in French and English (written and orally) is mandatory;



- Good level of Spanish and/or German (orally) would be appreciated;



- Knowledge in Supply Chain area is a plus;



- Know how in SQL;

-Team spirit and autonomy. **OFFER**- Attractive wages and benefits;



- Excellent work conditions and environment (Centro Empresarial Lionesa). **Tipo de oferta**: Full-time