Technical Support Specialist Level 2 Lisboa

Technical Support Specialist Level 2
Lisboa
Lisboa, Lisboa, Portugal

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As the first/second point of contact for Planet Hoist Network customers you provide all types of assistance, to those experiencing technical issues with the systems platforms that Planet Hoist Network have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.

What You Will Do

• Provide Level 1 and Level 2 support levels via phone, email, tickets, or other interfaces on Planet Hoist Network 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
• Organize and schedule remote Hoist upgrades and maintenance minimizing the service impact
• Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.
• Work with senior engineers on escalated tickets
• Log and escalate calls with third parties where required, ensuring communication back to the customer
• Test repaired items (RMA replacement) to ensure proper operation with agreed Planet Hoist & customer standards.
• 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)
• Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
• Wide proven experience of remote and
  - site support, collaborating with customers, partners, and internal teams – minimum three years
• Experience in network operations or on field operations – minimum three years
• Familiar with all types of production environments and common industry brands & variants of hardware assembly and configuration
• Solid knowledge of MAN & LAN (Layer 2 & Layer 3)
• Experience with all types of Wireless Networks (802. 11x)
  
  

• 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
• Attention to detail
• A high standard of written and spoken English (additional languages such as: French, Spanish Italian or German are a plus)
• Able to work with
  - technical customers and technical customers alike
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• B. S. or equivalent science/IT degree preferred
• Willingness to work from the office and to cover shifts including evenings, weekends and some holidays
  
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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