Job Description Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services. Understand our customer needs, expectations and assist them using our applications. Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution. Escalate Tickets which need further investigation by 2nd and 3rd Level Support. Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc. Attend regular product/technology training to remain up to date with developments of the Infrasys solution. Qualifications Experience of supporting customers over the phone Experience using Remote Access Tools to support customers Networking skills – Setting up, troubleshooting and configuring Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration Experience in a customer facing role working to defined levels of service delivery Experience of using IT systems to include OS installation and configuration Fluent in English and Spanish Ability to work in 24/7 shifts Strong troubleshooting skills with the ability to identify opportunities to improve efficiency Proficiency in Microsoft Word, Excel, Outlook and PowerPoint. Ability to work independently and in a team environment. Operates with energy, direction, speed and quality Experience of writing knowledge base articles for internal publication Mentoring colleagues when faced with challenging issues Applicable Competencies: Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer's world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions. Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required. Additional Information WHAT BENEFITS DO WE OFFER? Basics Full time job contract Office or Hybrid work Free parking Health insurance ? A modern workplace in the Sunny Algarve Working conditions & Development Dell laptop, keyboard, mouse, wireless headphones and monitor 40h for development during work time Challenging and creative technology environment with a great deal of freedom and responsibility ? Udemy platform access In-house workshops, training sessions or meet-ups Opportunity to grow inside the global organization and develop yourself both professionally and personally Extras you may like Referral bonus if you refer a new employee (500 € gross) ? Free coffee, milk and fruits (every week) Snack event (every month) You can apply by sending your CV by Apply Now or to the Recruiter Teresa Chaby WHAT YOU HAVE TO KNOW Please note that Shiji does not provide work permit sponsorship for this position INTERESTED? Looking forward to your application under specification of your possible starting date and salary expectations. Please don't forget to put the clauses you accept in your resume: I agree that my personal data will be processed by Shiji Portugal, S.A. in order to recruit for the position I am applying for. I agree to the processing of my personal data by Shiji Portugal, S.A. for the needs of future recruitment. We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
