L1 Support

act digital; Lisboa; On-site; EUR 30,000 - 42,000; Full time

Job summary

SmartRecruiters, Inc. in Lisbon seeks an experienced IT support specialist to provide front-line client and internal team assistance, perform first-level troubleshooting, and log incidents with precise information.

Responsibilities include researching inquiries, escalating complex issues, delivering timely updates, supporting product releases, and working alternating shifts with early start and on-site interventions as needed.

Qualifications

• Minimum 3 years of experience in IT support or similar role.
• Proficiency in SQL and data handling.
• Knowledge of ITIL best practices and incident management.
• Experience with AS/400 systems or legacy platforms is a plus.
• Fluent French, written and spoken.

Responsibilities

• Provide front-line support and act as primary contact for clients and internal technical/support teams.
• Log all questions, incidents, problems and requests with accurate and complete information.
• Perform first level technical troubleshooting and problem solving; escalate as needed.
• Provide ongoing updates to customers on progress toward resolution.
• Work in alternating shifts with on-site interventions as required.

Skills

SQL

ITIL

AS400

French

Job description

What you’ll do:

Provide front line support and act as primary contact for SLIB’s clients and internal technical/supportteams.
Log all questions, incidents, problems and requests with accurate and complete information
Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely mannerin accordance to established guidelines and procedures

Perform first level technical troubleshooting and problem solving.
Fulfil reporting, data extraction and application configuration requests
Escalate requests and incidents to the next level of tier support based on established guidelines andprocedures
Provide ongoing, regular updates to customers to keep them appraised of progress toward problemresolution.
Support internal project and development teams during new product releases roll out
Drive continual improvement into monitoring/measurement/alerting practices and tools.
Work in alternating shifts with earliest start at 6:00 AM and latest finish by 20:00 PM.
Ensure ON Call prevention nightly and weekend shifts on an alternating schedule.
Occasional weekend or night on site intervention

What you need:

• Minimum 3years of experience;
• SQL
• ITIL
• AS400
• Fluent French