Technical Support Specialist Level 1 Lisboa

Technical Support Specialist Level 1
Lisboa
Lisboa, Lisboa, Portugal

What You Will Do

• Responsible for delivering content to end users in an appropriate manner, focused on meeting contracted customers' SLA and KPI requirements.
• Provide Level 1 support via phone, email, tickets, or other methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, and updating customers on case status.
• Analyze data to identify root causes of issues and resolve them remotely, using diagnostic testing and software tools as needed.
• Maintain system capabilities by testing existing equipment and programs, troubleshooting system issues affecting course delivery, and providing remote solutions.
• Perform
  - sharing to assist customers in setup and operation.
• Promote knowledge base and
  - service options to empower customers.
• Configure security, operational, and access settings/permissions for groups or individuals.
• Collaborate with Level 2 and Product Teams on escalated tickets.
• Log and escalate calls with third parties as required, ensuring communication back to the customer.
• Onboard new team members and provide necessary product and process training.

• Excellent analytical and
  - solving skills, with the ability to multitask and troubleshoot effectively.
• Exceptional customer service and confident communication skills, adaptable to individual customer personalities and contexts.
• Strong work ethic and ability to work efficiently with minimal supervision.
• Ability to thrive in a
  - paced environment with excellent organizational skills.
• Able to meet targets and SLAs.
• Basic technical background in Engineering, TCP/IP, Networks (Switching, Routing).
• Proven experience in remote or
  - site support, collaborating with customers, partners, and internal teams.
• Experience in network operations or field operations.
• Familiarity with production environments and industry brands, hardware assembly, and configuration is preferred.

• Excellent teamwork skills.
• Enthusiasm for learning and a positive attitude.
• Experience managing service and operational level agreements with strong customer service, interpersonal, and active listening skills.
• Proficiency in English and German; additional languages (French, Spanish, Italian, Swedish, Norwegian, Finnish, Danish) are advantageous.
• Attention to detail.
• Ability to work with both technical and
  - technical customers.
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others) are preferred.
• B. S. or equivalent degree in Science/IT is preferred.
• Willingness to work from the office and cover 24/7 rotation shifts, including weekends and holidays.