L2 IT Support in Portuguese

3 weeks ago

Goa Goa, India Samyojak Consultancy Services Full time

**Overview**:
You will support, treat and resolve Portuguese and English Issues and Requests to follow the Provisioning & Telecom activities. With very good communication skills, you will be in contact with
B2B customers, technical providers and experts. You will be able to participate in the Validation
Service Process and End-User tests.

**Responsibilities**:
The role consists in two-folds:

- To follow the issue management procedures and to find out the resolution when it is possible. The more complex ones can then be redirected to the engineering support team for their handling, but you must keep ownership.
- To come up with solutions to improve the efficiency of resolving issues and requests. This would include automating some of the common tasks as well as analysis of the current system to identify areas that can be improved. Also, you will be an important actor on the documentation writing.

**Job Requirements**:

- Possess a higher education diploma or degree in Engineer Telecom, Informatician, with a successful track record in an NOC operator (preferably Core Mobile) or IT support.
- High level of Portuguese (ideally Brazilian) and English fluency, oral and written mandatory (C1-level).
- Friendly, helpful demeanor with the ability to communicate effectively.
- Has excellent time-management and multi-tasking abilities.
- Facility to work with teams based in different countries, on different time shifts.
- Dedication to company values, Honest, trustworthy, reliable, and punctual.
- Bring a passion for technology and people to the job.
- Customer satisfaction focus, with strong problem-solving abilities.
- Very good communication skills and the ability to build positive relationships.
- Excellent troubleshooting and problem solving experience.
- High importance to the SLAs’ respect.
- Technical background as Customers or Technical Support as NOC, in telecom industry.
- Experiences on provisioning solutions as jBPM or Orkestra UI, Jira ticketing, Centreon, Grafana, Rundeck.
- Advanced experience working with remote management, ticketing, knowledge base systems.
- Knowledge in databases (SQL, MySQL, MariaDB), ElasticSearch, Kibana, JSON, JIRA, and documentation development.

**Location : Goa

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