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Technical Support Specialist Level 1 with Italian, Lisbon
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Client:
Location:
Lisbon, Portugal
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
bbd072710da4
Job Views:
6
Posted:
20.08.2025
Expiry Date:
04.10.2025
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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 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)
* 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.
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