WMS Support Technician Level 1 Porto

WMS Support Technician Level 1
Porto
Porto, Portugal

Job Description

Ensure the resolution of tickets (incidents and requests), for the Generix Group solutions installed at the customers' premises, within the deadlines and the defined contractual framework.

MAIN RESPONSIBILITIES

1. Follow up of tickets from the clients (incidents and requests) and requalification of those tickets when applicable;
2. Analysis, diagnosis and resolution of Level 1 tickets;
3. Escalation of incidents and requests with all the necessary information when an upper level intervention is required;
4. Gather of all needed elements for the diagnosis (trackers, debugs) and ensure the backup to share with higher levels;
5. Ensure the
   - up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
6. Guarantee appropriate and necessary communication with the customer’s
   - users for reported incidents and requests until their resolution;
7. Reassign
   -
   - scope requests to the appropriate department(s);
8. Follow escalation instructions and communication of any critical incident;
9. Understand and apply procedures and instructions;
10. Deliver patches to the customer’s release team.

Qualifications

1. Level 4/5 in Computer Science, Electronic and similar or first experience in IT;
2. Required: analytical thinking (for example: root analysis of an incident);
3. Required: writing and synthesis skills;
4. Fluency in French and English (written and orally) is mandatory;
5. Good level of Spanish and/or German (orally);
6. Knowledge in Supply Chain area is a plus;
7. Know how in SQL;
8. Team spirit and autonomy.

Additional Information

• Attractive compensation package;
• Hybrid Working Policy;
• Excellent work conditions and environment (Lionesa Business HUB).

For more information, please check our website: www.generixgroup.com/pt

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting