Technical Support Specialists (Networking) Tier 2

Job description:

Description

Workster partners with a leading hospitality payment service platform growing their multilingual Lisbon Team. They don’t just provide world class commerce and payment services, they generate revenue for our customers and help them grow. In the early days, they set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and their single payments platform is unique in the industry – the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services.Your RoleThe Technical Support Specialist engineer must provide a turnkey support role to all installed base customers, on the multiple platforms/services we host and serve.As a technical engineer, must be ready to engage on all types of Tier2 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue orredirect/escalate to the correct upper Tier levels within the organizationAs the second point of contact for customers, Technical Support Specialist engineer must provide all types of assistance, to those experiencing technical issues with the systems platforms that Hoist 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.Provide Tier2 support levels via phone, email, tickets, or other needed methods on our managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case statusAnalyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipmentMaintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery

Requirements

Great English (C1), knowledge of German, French, Italian, Spanish or Portuguese is an advantageExcellent analytical and problem-solving skills, with the ability to multitask, with solidtroubleshooting experienceExceptional customer service and confident communication skills, customising yourinteraction to the individual customer personalities and contextsSolid technical background in Engineering for TCP/IP | Networks (Switching, Routing)Experience in network operations or on field operationsFamiliar with all types of production environments and common industry brands & variantsof hardware assembly and configurationSolid knowledge of MAN & LAN (Layer 2 & Layer 3)Experience with all types of Wireless Networks (802.11x)Able to work with non-technical customers and technical customers alikeNetwork vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)B.S. or equivalent science/IT degree is a big plus

Offer

Excellent base salaryGreat office location in the centre of LisbonPossibility of hybrid work after the onboarding & trainingMulticultural Team with great career progression opportunitiesWork with some of the world’s leading Hotel BrandsLunch allowance + Private Health Insurance provided3 shift patterns – most of the time you will work either 07h-16h or 13h-22h, 40h per weekNight shift is rarely needed and there are employees that prefer it, but if needed it is 22h-07hOngoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment