Technical Support Specialist Level 1 with Nordic Lisboa

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

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Technical Support Specialist Level 1 with Nordic, Lisbon

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Client:

Location:

Lisbon, Portugal

Job Category:

Other

-

EU work permit required:

Yes

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Job Reference:

12d90c7b2d84

Job Views:

4

Posted:

19. 08. 2025

Expiry Date:

03. 10. 2025

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Job Description:

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 Nordic languages are essential. Additional languages would be an advantage (key additional languages include French, Spanish, Italian and German)
• 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.