French-speaking Technical Consultant to Lisbon, Portugal

Posted 25 Mercredi mai
LocationLisbonne
DisciplineInformatique
Reference35397
Contact NameArthur Gleyze

Job description

Description: 

 

We are looking for an enthusiastic, well-organized and proactive individual ready to take on a new challenge within the Software & Professional Services Team based in Lisbon. The job holder will be part of the Software & Professional Services Team – Client Consultants, with the management and development of a variety of projects across and outside Europe. We are looking for an IT professional with Customer facing skills and communications skills that are essential to efficiently perform the job. 

 

Overview: 

Working within our client environment as part of a Software & Professional Services Team aligned to multiple Client accounts. Provide a support function for the Client ensuring timely and effective resolution of software/hardware issues with output devices, and software solutions and assisting in identifying infrastructure issues. On-going recommendations for improvement and configuration, also form part of the role in support of the Service and may include activity in support of pre-sales throughout the contract life. The Technical Services Team acts as an enabler, in achieving a measurable service as per the individual account contract commitments. The position reports to the Technical Services Manager. 

 

The role: 

  • Provide technical architectural support for design and technical delivery services for contract life, from proof of concept to live deployment for all software or hardware solution components;
  • Act as a single point of contact to the customer, partner(s), subcontractor(s), and other stakeholders in relation to technology-based components;
  • Depending on the scale of requirements within an account, this role may provide support activity across multiple accounts as required;
  • Provide a support role during the testing and rollout of the technical solution within the guidelines of the contracted service.

Responsibilities: 

  • Ensure flexibility in the support role to align to changes relating to the client’s IT support services;
  • Ensure minimum suitable accreditation levels are maintained in line with the contract and Xerox standards;
  • Ensure availability for overtime, holidays, etc. as per Account contract requirements;
  • The position may involve some travel to various client sites;
  • Ensure 100% compliance to Escalation policy and support Security and Risk compliance in line with the contractual obligations;
  • Manage assigned Technology based escalations within the assigned account(s);
  • Ensure all Escalations are managed in a timely manner;
  • Accountable for effective communications with the Client concerning escalations and Technology developments that are appropriate to their current and future requirements;
  • Captures and contributes to Client(s) Technical Strategy ensuring awareness and alignment to Client's goals and initiatives;
  • Support partner relationships activity related to the Service offerings including Customer IT Service Providers, 3rd parties, and subcontractors;
  • Support governance of appropriate ITIL disciplines;
  • Support the development of client-related documentation and ensure Technology based procedures are adhered to and updated when appropriate;
  • Support change management escalations.

Candidate Qualifications & Experience 

  • Preferred Bachelor's Degree (Computer Science, MIS, Engineering or related);
  • Experienced pre-sales and 2nd line support in a service-driven industry;
  • Understanding of ITIL, Lean Six Sigma, and Agile methodologies;
  • Preferred IT certifications (MS, Cisco, etc);
  • English Language Fluency (other languages are a plus);
  • Attention to detail with strong organizational capability;
  • Excellent communication skills both written and verbal;
  • Ability to manage/work in a cross-functional team/environment;
  • Evidence of experience working within virtual teams of highly skilled individuals;
  • Ability to multitask and prioritize many initiatives;
  • Experienced at interfacing with customers across multiple levels;
  • Must have intermediate to advanced skills with Microsoft office suite (Word, Excel, Outlook, PowerPoint, Visio & MS Project);
  • Ability to identify and articulate risk;
  • Experience in troubleshooting application-related issues in a complex network environment with good TCP/IP knowledge;
  • Experience working in a test bed environment reported problem replication, investigation of vulnerabilities, hardware and software maintenance;
  • Experience in Installation and configuration of server technologies. 

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