Client Connectivity Suport Engineer

PrimeIT; Lisboa; Presencial; EUR 30 000 - 45 000; Tempo integral

Resumo da oferta

PrimeIT is seeking a proactive incident management specialist to handle client communications and monitor incident resolution. You will work on operational support, investigate delays and failures, and coordinate with external partners to ensure timely updates and complete resolutions.

The role also involves maintaining the Known Error Database and contributing to post-incident reviews for continuous service improvement.

Qualificações

• Experience in incident management and client communication.
• Ability to monitor, analyze logs and incidents.

Responsabilidades

• Handle client communications by answering calls and acknowledging email incidents.
• Provide operational support and troubleshooting by monitoring daily flows and investigating failures.
• Coordinate with external partners to ensure timely resolution and clear incident updates.
• Update documentation such as the Known Error Database and contribute to post-incident reviews and service improvements.

Conhecimentos

File Transfer Middleware

Networks & Firewalls

Descrição da oferta de emprego

Client Communication - Answer client calls + acknowledge client email incidents.

Operational Support & Troubleshooting - Monitor daily message/file flows, detect and investigate failures or delays; analyses logs and alerts; resolve, root or escalate incidents across relevant teams.

Coordination Responsible - Act as the principal point of contact external partners, to ensure good coordination, timely resolution and clear updates on the incident resolution. Ensure that the incident is resolved and inform the client.

Documentation & Knowledge - Update the Known Error Database and procedures. Contributed to post incident reviews and continuous service improvement.

Technical Skills:

File Transfer Middleware (CFT, Secure Transport)

Networks: understanding topologies, firewalls (IP scopes, ranges), leased lines, market profiles