Technical Support Specialist Level 1

Support Engineer

What You Will Do

• Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLAs and KPIs
• Provide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet 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
• Work with Level 2 and Product Team on escalated tickets
• Log and escalate calls with third parties where required, ensuring communication back to the customer
• Onboard new team members and provide necessary product and processes training

Who You Are

• 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 (SLAs)
• Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)
• Wide proven experience of remote or on-site support, collaborating with customers, partners, and internal teams
• Experience in network operations or on field operations
• Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration

What You Will Need To Bring To Hoist

• 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
• A high standard of written and spoken English and another European language are essential. Additional languages would be an advantage (key additional languages include French, Spanish, Italian, German, Swedish, Norwegian, Finnish and Danish)
• Attention to detail
• Able to work with non-technical customers and technical customers alike
• Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
• Preferably with a B.S. or equivalent science/IT degree preferred
• Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.