Senior Technical Support Professional

Há 1 mês


Lisboa, Lisboa, Portugal Recruitment Direct Tempo inteiro
Technical Support Engineer

Lisbon, Portugal

Salary:

€1300 gross/month with free accommodation (private room in a shared apartment) or €1417 gross/month without accommodation.

Job Overview

We're seeking an expert technical support professional to join our team as a Technical Support Engineer in Lisbon. 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.
ResponsibilitiesDay-to-Day Activities
  1. Case Management: Take ownership of new and escalated support cases, ensuring swift resolution and customer satisfaction.
  2. Customer Assistance: Support enterprise customers, partners, and fellow engineers by defining the scope of issues and providing in-depth problem analysis.
  3. Research & Troubleshooting: Investigate and resolve problems using research and collaboration with internal teams or external specialists.
  4. Escalation: Escalate critical cases to higher-level management or subject matter experts as needed, maintaining open communication with customers throughout the process.
Required Skills and QualificationsTechnical Expertise
  • Office 365 : Specifically, Exchange Online in an enterprise environment.
  • Networking & Protocols : Strong foundational knowledge of networking, protocols, and authentication methods.
  • 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).
  • DNS Management : Familiarity with DNS, including types of records, record creation, and troubleshooting DNS issues.
  • Network Analysis : Ability to read and analyze network captures.
  • Active Directory : Understanding of FSMO roles, Active Directory Domains and Trusts, and Active Directory Sites and Services.
Working Hours

40 hours per week (8 hours per day with an additional hour for lunch) following a rotational shift pattern.



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