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Portogallo, LisbonaTechnical Support Specialist Level 1 with Italian
Data di pubblicazione 11.08.2025
2 hanno inviato una candidatura
- 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 follow-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 screen-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 problem-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 fast-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 on-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 Italian are essential. Additional languages would be an advantage (key additional languages include French, Spanish, German, Swedish, Norwegian, Finnish and Danish)
- Attention to detail
- Able to work with non-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.
Planet
2 candidati stanno visualizzando ora
Data di pubblicazione 11.08.2025
2 hanno inviato una candidatura
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