Technical Support Specialist (Tier 2)

Workster partners with a leading hospitality payment service platform growing their multilingual Lisbon Team. They don’t just provide world class commerce and payment services, they generate revenue for our customers and help them grow. In the early days, they set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and their single payments platform is unique in the industry – the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services.

Your Role

• The Technical Support Specialist engineer must provide a turnkey support role to all installed base customers, on the multiple platforms/services we host and serve.
• As a technical engineer, must be ready to engage on all types of Tier2 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue or
  redirect/escalate to the correct upper Tier levels within the organization
• As the second point of contact for customers, Technical Support Specialist engineer must provide all types of assistance, to those experiencing technical issues with the systems platforms that Hoist have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
• Provide Tier2 support levels via phone, email, tickets, or other needed methods on our managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
• Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery

Your Qualifications

• Great English (C1), knowledge of German, French, Italian, Spanish or Portuguese is an advantage
• Excellent analytical and problem-solving skills, with the ability to multitask, with solid
  troubleshooting experience
• Exceptional customer service and confident communication skills, customising your
  interaction to the individual customer personalities and contexts
• Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
• Experience in network operations or on field operations
• Familiar with all types of production environments and common industry brands & variants
  of hardware assembly and configuration
• Solid knowledge of MAN & LAN (Layer 2 & Layer 3)
• Experience with all types of Wireless Networks (802.11x)
• Able to work with non-technical customers and technical customers alike
• Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• B.S. or equivalent science/IT degree is a big plus

The Offer

• Excellent base salary
• Great office location in the centre of Lisbon
• Possibility of hybrid work after the onboarding & training
• Multicultural Team with great career progression opportunities
• Work with some of the world’s leading Hotel Brands
• Lunch allowance + Private Health Insurance provided
• 3 shift patterns – most of the time you will work either 07h-16h or 13h-22h, 40h per week
• Night shift is rarely needed and there are employees that prefer it, but if needed it is 22h-07h
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment