Technical Support Specialist Level 2 Lisboa

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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 remote troubleshoot/analyses and proper systems operational assessments, striving to provide the highest level of technical customer service while demonstrating excellent technical skill to resolve issues accurately and quickly.

What You Will Do

• Provide Level 1 and Level 2 support via phone, email, tickets, or other interfaces on Planet Hoist Network managed solutions, logging customer requests (CR) or incidents, or simply following up/updating customers on case status
• Analyze data to determine root causes of problems and resolve them remotely, using diagnostic testing and software equipment as required
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for system issues that affect course delivery
• Carry out
  - sharing to help customers get set up and operational
• Empower customers by promoting knowledge base resources and
  - service
• Configure security, operational, and access settings/permissions for groups or individuals
• Organize and schedule remote Hoist upgrades and maintenance to minimize service impact
• Monitor internal and 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 and customer standards
• Onboard new team members and provide necessary product and process 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, tailoring your interaction to the individual customer
• Strong work ethic and ability to work efficiently 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
  - 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)

What You Will Need To Bring To Planet

• 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

Planet embraces a hybrid work model, with three days a week in the office. Reasonable accommodations may be made to enable the role holder to perform essential functions successfully.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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Technical Support Specialist Level 1 with Spanish

Technical Support Specialist Level 1 with French

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