Alter Solutions Portugal is hiring a
L1 Support

Summary

Join our team as a Front Line Support Specialist and provide top-notch support to clients and internal teams, working in alternating shifts with earliest start at 6:00 AM and latest finish by 20:00 PM.

Requirements

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

Responsibilities

• Provide front line support and act as primary contact for SLIB's clients and internal technical/support teams
• 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 manner in 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 and procedures
• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution
• 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