Technical Support Specialist Level 1 with Italian Lisboa

Technical Support Specialist Level 1 with Italian
Lisboa
Lisboa, Lisboa, Portugal

Overview

The Technical Support Specialist Level 1 with Italian role at Planet is a turnkey support position serving the Hoist Network installed base across multiple platforms and services hosted by Hoist. As a Level 1 technical support specialist, you will engage on all types of inquiries, quickly gather the necessary information, identify the root cause, and resolve the issue or escalate to the appropriate upper levels. You will be the first point of contact for Hoist Network customers, providing assistance for technical issues with the systems and platforms under contractual responsibility, including remote troubleshooting and system operational assessments, while delivering
- quality technical customer service and strong technical skills.

What You Will Do

• Deliver content to end users in an appropriate manner, focused on meeting contracted SLAs and KPIs.
• Provide Level 1 support via phone, email, tickets, or other required methods for Hoist/Planet managed solutions; log customer requests or incidents, and follow up/update customers on case status.
• Analyze data to determine root causes and resolve issues remotely, using diagnostic testing and software tools as needed.
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting for issues affecting operations.
• Conduct screen sharing to help customers get set up and operational.
• Empower customers by promoting the knowledge base and
  - service options.
• Configure security, operational and access settings/permissions for groups or individuals.
• Collaborate with Level 2 and Product Team on escalated tickets.
• Log and escalate calls with third parties when required, ensuring timely communication back to the customer.
• Onboard new team members and provide necessary product and process training.

Who You Are

• Excellent analytical and
  - solving skills, with the ability to multitask and strong troubleshooting experience.
• Exceptional customer service and confident communication, customizing interactions to individual customers.
• Strong work ethic and ability to work efficiently with minimal supervision.
• Ability to work in a
  - paced environment with excellent organizational skills.
• Able to meet targets (SLA targets).
• Basic technical background in TCP/IP and networks (switching, routing).
• Wide experience with remote or
  - site support, collaborating with customers, partners, and internal teams.
• Experience in network operations or
  - field operations.
• Preferably familiar with production environments and common hardware brands/variants for assembly and configuration.

What You Will Need To Bring To Hoist

• Excellent teamwork skills.
• Enthusiastic attitude and a strong willingness to learn.
• Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills.
• Excellent written and spoken English and Italian are essential; additional languages are an advantage (examples include French, Spanish, German, Swedish, Norwegian, Finnish and Danish).
• Attention to detail.
• Able to work with both
  - technical and technical customers.
• Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, etc. ).
• Preferably with a B. S. or equivalent science/IT degree.
• Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays.

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the
- paced technology market, with a business that delivers connected commerce. We would love to hear from you – Apply now.

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

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

Job Details

• Senior ty level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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