Logo of Huzzle

Home

Matches

Explore

Manage

Technical Support Specialist Level 2

image

Planet

1mo ago

  • Job
    Full-time
    Mid Level
  • Quick Apply

AI generated summary

  • You should have strong troubleshooting, customer service, and communication skills, 3+ years in support, technical network knowledge, team spirit, and flexibility for shifts.
  • You will provide technical support, analyze data for issue resolution, perform remote troubleshooting, schedule upgrades, monitor industry updates, and assist with customer training and onboarding.

Requirements

  • - 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
  • - Strong work ethic and ability to work efficiently and effectively with minimal supervision
  • - Ability to work in a fast-paced environment with excellent organizational skills
  • - Able to work to targets (SLA’s)
  • - Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
  • - Wide proven experience of remote and on-site support, collaborating with customers, partners, and internal teams – minimum three years
  • - Experience in network operations or on field operations – minimum three years
  • - 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)
  • - Excellent teamwork skills
  • - Enthusiastic and a great attitude towards learning
  • - Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills
  • - Attention to detail
  • - A high standard of written and spoken English (additional languages such as: French, Spanish, Italian or German are a plus)
  • - 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 preferred
  • - Willingness to work from the office and to cover shifts including evenings, weekends and some holidays

Responsibilities

  • Provide Level 1 and Level 2 support levels via phone, email, tickets, or other interfaces on Planet Hoist Network 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
  • Carrying out screen-sharing to help customers get set up and operational
  • Empowering customers by promoting Knowledge base and self service
  • Configure security, operational and access settings/permissions for groups or individuals
  • Organize and schedule remote Hoist upgrades and maintenance minimizing the service impact
  • Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.
  • Work with senior engineers on escalated tickets
  • Log and escalate calls with third parties where required, ensuring communication back to the customer
  • Test repaired items (RMA replacement) to ensure proper operation with agreed Planet Hoist & customer standards.
  • Onboard new team members and provide necessary product and processes training

FAQs

What is the job title for this position?

The job title is Technical Support Specialist Level 2.

Where is this position located?

This position is located in Lisbon, Portugal.

Is this position full-time or part-time?

This position is full-time.

When was this job posted?

This job was posted yesterday.

What are the primary responsibilities of a Technical Support Specialist Level 2?

The primary responsibilities include providing Level 1 and Level 2 support, analyzing data to determine root causes of problems, maintaining system capabilities, and assisting customers with technical issues.

What are the required qualifications for this position?

The required qualifications include excellent analytical and problem-solving skills, a solid technical background in TCP/IP and networking, a minimum of three years of remote and on-site support experience, and network vendor technical certifications.

Is experience in network operations a requirement?

Yes, minimum three years of experience in network operations is required.

What languages are required for this job?

A high standard of written and spoken English is required, and additional languages such as French, Spanish, Italian, or German are a plus.

Are there expectations for the candidate's work schedule?

Yes, the candidate should be willing to work from the office and cover shifts including evenings, weekends, and some holidays.

What type of environment will a Technical Support Specialist work in?

The work environment will be fast-paced, requiring excellent organizational skills and the ability to work efficiently with minimal supervision.

Does the company provide training for new team members?

Yes, the Technical Support Specialist will onboard new team members and provide necessary product and processes training.

What does the company do?

Planet provides integrated software, payment, and technology solutions for customers in the Hospitality and Retail sectors worldwide.

Planet

Largest earth observation satellite network delivering a near-daily global dataset

Technology
Industry
501-1000
Employees
2010
Founded Year

Mission & Purpose

Planet is the leading provider of global, daily satellite imagery and insights. Planet is driven by a mission to image all of Earth’s landmass every day, and make global change visible, accessible, and actionable. Founded in 2010 by three NASA scientists, Planet designs, builds, and operates the largest fleet of imaging satellites, as well as online software, tools and analytics needed to deliver data to users. Decision makers in business, government, and within organizations use Planet's data and machine learning-powered analytics to develop new technologies, drive revenue, power research, and make informed, timely decisions to solve our world's toughest challenges.