IoT 1st Line Service Support Technician

You will maintain high availability and optimal performance of the customer's infrastructure and of all IT and Telecom supported services. You will continuously improve system performance and optimizes working methods already in place. You will be who contributes to the customization of hardware and software solutions based on customer requirements, delivering cost efficient services of high quality. With these activities you will have a great impact on our business Performs monitoring and troubleshooting activities in order to maintain the functioning state of the hardware and software systems, by using available tools. Provides 24h/24h technical support, gathers all the required information from the customer or monitoring systems in order to solve all the hardware and software functional incidents. For some of the delivered solutions, modifies and adapts the existing software solutions, after validating with other technical teams, for a better performance and customer experience. Provides technical information to customers about service affecting events and alarms, using the agreed means of communication. Collaborates with other technical teams by analysing information gathered from customers and/or performance-monitoring systems and transmitting the investigation results and proposed solutions/recommendations to said teams in order to change and adapt the existing software. The outcome is reflected in the resolve of complex technical incidents (including software bugs), displaying an improved customer experience. Works in compliance with the operational agreements and fulfils the key performance indicators of the service (speed, response time, error rate). Basic knowledge in Linux/UNIX, CLI, any distribution. Basic knowledge of Oracle Databases SQL Basic knowledge / understanding of IP Networking and Telecom architecture and Protocols (SMPP, RADIUS/DIAMETER, SS7 signalling) Experience in monitoring and ticketing softwareNice to have technical / professional qualifications: Bachelor's degree