Highly Skilled Technical Support Specialist
hace 5 días
Job Overview
We are seeking a highly skilled Technical Support Engineer to join our team in Lisbon, Portugal. As a Technical Support Engineer, you will be the first point of contact for Enterprise customers, solving complex technical issues and ensuring their systems run smoothly.
Your Role
- Provide exceptional technical support to Enterprise customers via phone and web-based channels.
- Diagnose and resolve complex technical issues, working alongside other engineers and technical experts.
- Collaborate closely with engineering and management teams to address critical service issues, implement fixes, and develop test cases.
- Act as an advocate for the customer, escalating issues when necessary and ensuring solutions align with the company's Service Level Agreement (SLA) and customer expectations.
Responsibilities
- Case Management: Take ownership of new and escalated support cases, ensuring swift resolution and customer satisfaction.
- Customer Assistance: Support enterprise customers, partners, and fellow engineers by defining the scope of issues and providing in-depth problem analysis.
- Research & Troubleshooting: Investigate and resolve problems using research and collaboration with internal teams or external specialists.
- Escalation: Escalate critical cases to higher-level management or subject matter experts as needed, maintaining open communication with customers throughout the process.
- SLA Adherence: Ensure each support request is handled in line with the company's Service Level Agreements, setting clear expectations and delivering on commitments.
- Documentation: Maintain thorough records of all technical work, findings, and resolutions.
- Proactive Engagement: Anticipate customer needs and resolve satisfaction concerns before they escalate into larger issues.
Required Skills and Qualifications
- Expertise in Office 365: Specifically, Exchange Online in an enterprise environment.
- Networking & Protocols: Strong foundational knowledge of networking, protocols, and authentication methods (e.g., Basic, Kerberos, NTLM).
- PowerShell Skills: Proficiency in using PowerShell for task automation and troubleshooting.
- Azure Active Directory: Experience with Office 365 Directory Synchronization tools (DirSync), Microsoft Azure Active Directory Connect (AD Connect).
Salary and Benefits
The successful candidate can expect a competitive salary of €1300-1417 gross per month, depending on the chosen salary option. In addition to a generous salary, we offer a range of benefits, including free accommodation for one of the salary options.
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