Technical Support Specialist

2 semanas atrás


Braga, Braga, Portugal Recruitment Direct Tempo inteiro

Job Overview: We are seeking a skilled Technical Support Specialist to join our team in Lisbon. As a Technical Support Specialist, you will be the first point of contact for Enterprise customers, solving technical issues and ensuring their systems run smoothly. This role is ideal for someone who thrives in challenging situations, enjoys learning, and has a growth mindset.

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.

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 Technical Skills:

  • 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).
  • 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: Schedule: 40 hours per week (8 hours per day with an additional hour for lunch) following a rotational shift pattern. Shifts: Monday to Friday, from 8AM to 6PM.


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