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IT Help Desk Engineer

2 semanas atrás


Leça do Bailio, Porto, Portugal Generix Tempo inteiro

Generix offers an innovative solution for Collaborative Supply Chain Management, providing seamless exchange of goods and data across the globe. Our digital platform optimizes the management of physical flows, from production to delivery, using WMS, TMS, RMS, and VMI solutions. We also facilitate logical and financial flows by integrating systems of all players in the chain, from order to payment, through e-invoicing, e-reporting, EDI, P2P, and O2C solutions.

Main Objectives
  1. Address client tickets (incidents and requests) for Generix Group solutions within agreed-upon timelines;
  2. Analyze and resolve Level 1 tickets;
  3. Escalaate incidents and requests when required;
  4. Collect diagnostic materials (trackers, debugs) and ensure backup sharing with higher-level teams;
  5. Monitor interactions (open, close, relaunch, notify customers, complete technical information, and escalate actions);
  6. Communicate effectively with clients' end-users for resolved incidents and requests;
  7. Redirect out-of-scope requests to relevant departments;
  8. Comply with escalation protocols and report critical incidents;
  9. Implement established procedures and guidelines;
  10. Coordinate patch delivery to clients' release teams.