Polish Speaking Technical Support Engineer

Lisbon, Portugal

• Salary Options:
• Option 1: €1300 gross/month with free accommodation (private room in a shared apartment).
• Option 2: €1417 gross/month without accommodation.

Job Overview:

Are you passionate about solving complex technical problems and helping customers achieve satisfaction? Join one of the world’s largest IT companies as a Technical Support Engineer in Lisbon. You will be the first point of contact for Enterprise customers, solving technical issues, ensuring their systems run smoothly, and acting as an advocate for customer satisfaction.

This role is ideal for someone who thrives in challenging situations, enjoys learning, and has a growth mindset. You'll specialize in cutting-edge technologies and receive continuous guidance from experienced mentors and peers.

Your Role:

As a Technical Support Engineer, you will:

• 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.
• Act as an advocate for the customer, escalating issues when necessary and ensuring solutions align with the company’s Service Level Agreement (SLA) and customer expectations.

Responsibilities:

In your day-to-day activities, you will:

• 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:

To excel in this position, you will need:

• 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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This job offers a fantastic opportunity to develop technical expertise, working on behalf of a prestigious IT company, and experience life in beautiful Lisbon!