Technical Support Specialist Level 1 Lisboa

Technical Support Specialist Level 1
Lisboa
Lisboa, Lisboa, Portugal

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
  
  

• 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
  
  

• 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 another European language are essential. Additional languages would be an advantage (key additional languages include French, Spanish, Italian, German, 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