Technical Support Specialist Level 1

Technical Support Specialist Level 1
Lisboa
Lisboa, Lisboa, Portugal

Technical Support Specialist Level 1 page is loaded

Apply remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted 19 Days Ago job requisition id JR09997

What you will do

- Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´s

- Provide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply
- up/update customers on case status

- Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment

- Maintain system capabilities by testing existing equipment and programs, providing remote
troubleshooting solutions for systems issues that affect course delivery

- Carrying out
- sharing to help customers get set up and operational

- Empowering customers by promoting Knowledge base and self service

- Configure security, operational and access settings/permissions for groups or individuals

- Work with Level 2 and Product Team on escalated tickets

- Log and escalate calls with third parties where required, ensuring communication back to the customer

- Onboard new team members and provide necessary product and processes training

Who you are

- Excellent analytical and
- solving skills, with the ability to multitask, with solid
troubleshooting experience

- Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts

- Strong work ethic and ability to work efficiently and effectively with minimal supervision

- Ability to work in a
- paced environment with excellent organizational skills

- Able to work to targets (SLA’s)

- Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)

- Wide proven experience of remote or
- site support, collaborating with customers, partners, and internal teams

- Experience in network operations or on field operations

- Preferably familiar with some types of production environments and common industry brands &
variants of hardware assembly and configuration

What you will need to bring to Hoist

- Excellent teamwork skills

- Enthusiastic and a great attitude towards learning

- Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills

- A high standard of written and spoken English and German are essential. Additional languages would be an advantage (key additional languages include French, Spanish, Italian, Swedish, Norwegian, Finnish and Danish)

- Attention to detail

- Able to work with
- technical customers and technical customers alike

- Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)

- Preferably with a B. S. or equivalent science/IT degree preferred

- Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Similar Jobs (4)