Technical Support Analyst Braga

Technical Support Analyst
Braga
Braga, Braga, Portugal

About our client:
Our client, a listed global leader that provides innovative solutions, is committed to helping some of the world's most
- known brands tackle their most pressing business challenges. With a reputation as a trusted partner to global organisations, the company delivers
- focused solutions that enhance customer experiences and enable businesses to stay ahead of the digital curve. Driven by a passion for innovation and customer success, this company has become known for its reliable and impactful solutions. As a member of this dynamic team, the successful candidate will have the option to work in a hybrid capacity, or in a traditional office environment. Working alongside a
- performing and diverse team of professionals on a global scale, the ideal candidate will bring a proven track record of achievement and a passion for driving results. You will be part of a team contributing to a culture of inclusion, connectedness and an environment surrounded by opportunity.

What you will be doing:

• Manage customer tickets, escalations, and reporting activities.
• Maintain
  -
  - date records in the ITSM tool with all ticket details.
• Ensure timely completion of operational tasks in line with contractual obligations.
• Liaise with internal development teams to follow up and resolve support issues.
• Maintain a good understanding of the customer's deployed solution.
• Deliver product fixes in accordance with established internal procedures.
• Monitor and ensure compliance with SLAs and OLAs.
• Participate in shift rotations and be available for
  - call support 24/7.

What our client is looking for:

• A relevant tertiary degree would be beneficial (Computer Science, IT, etc. ).
• Strong understanding of telecom networks, billing and charging systems, as well as interconnect/roaming concepts.
• Experience with documenting support strategies, plans, and case handling.
• Familiarity with telecom OSS/BSS environments.
• Ability to work both independently and as part of a team.
• Strong communication skills with the ability to interact effectively across all levels of the organisation.
• Proficiency in at least one scripting language ( Power
  Shell, Python, Perl etc. ).
• Experience with relational and/or
  - relational databases (e. g. , SQL, No
  SQL, Oracle).
• Working knowledge of Unix environments and supporting production systems and applications.

Job ID:

• J

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