Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon, Portugal with the mandate to provide financial services for Air Liquide European entities. In the space of 4 years, it has expanded to over 400 employees based in 3 office locations: Lisbon, Tomar and Guarda. The geographical scope was extended to include, besides the European affiliates also entities located in Africa, Middle-East and India, and the operational scope was extended and includes today not just Finance, but also Human Resources.
How will you CONTRIBUTE and GROW?
Key accountabilities:
Provide advanced troubleshooting and technical support for software-related issues related with connected objects and IoT platform escalated from Level 1 support
Update incidents and communicate timely to the customer about progress,
Examine the cause of incidents and establish a diagnosis
Provide a temporary solution when a permanent solution is not possible
Identify possible solution (includes verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus)
Escalate, in a timely manner, the more complex issues to L3 support / 3rd party providers.
Participate in the 24/7 application support coverage
Maintain detailed documentation of support activities, issue resolution processes, and system configurations
Carry out, implement and monitor action plans aimed at continuous improvement of the service (improve solution and customer knowledge, reduction of incidents, increase resolution ratio/s…)
Monitor system performance and identify areas for improvement necessary to enhance system reliability and user experience
Set up and monitor key activities of the solution within its ecosystem to improve the operational performance of the customer
Are you a MATCH?
The candidate must possess the following:
Minimum of 3 years of experience in the field of information systems, including 2 years as an L2 service expert
Familiar with ITIL framework and incident management processes.
Good knowledge on network architecture / configuration
Good knowledge of SQL Server database systems
Excellent problem-solving skills and the ability to work under pressure
Experience working with ticketing systems and maintaining accurate documentation
Strong communication skills, with the ability to explain technical concepts to non-technical users
Customer oriented
Good analytical skills
Willingness to be on a 24/7 on-call rotation.
English mandatory (C1 or higher equivalent level)
Having the following would be great assets:
Experience in cloud hosting, maintenance and management
Familiar with AWS ecosystem
Familiar with scripting languages (PowerShell, PL/SQL and TSQL).
Relevant experience in testing, troubleshooting and systems support activities
Experience in smart mobility devices; troubleshooting and management.
Experience with the Google tools (Gmail, Drive, Docs, Sheets, Google+)
Experience in smart integration on mobile devices.
French and/or Spanish; oral and/or written
ITIL Certified
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
