Technical Support Engineer

  • AET Europe
  • Maia, Portugal
  • Jul 11, 2017
Full time Information Technology

Job Description

AET is having a huge success in Brazil, therefore we need your cooperation in Portugal as Technical Support Engineer to leverage this success. Pro-active Quality Assurance and Support of our ConsentID platform in Brazil is your core responsibility while ensuring availability during agreed operational hours.
AET offers security solutions, with which patients and doctors can securely access their own medical records in the cloud. The authentication and ‘safe signing’ platform of ConsentID operates in the Dutch and Brazilian health care providers. In a first meeting, we can tell you a lot more about it. Got your attention? Are you interested in our world? Then you are the person AET Europe is looking for!

Your opportunity as Technical Support Engineer

By joining our Services team, you will help us with support on international based projects during working hours of our customers. You will be working as part of a multinational Technical Support Engineering team to provide customer support, troubleshoot and resolve incidents after project delivery.
The Technical Support Engineer ensures proper functioning of the business critical application and takes care of an effective and efficient use of these applications. In case of incidents, you will act as 2nd line support to identify and trace the issue, preferably solving it before our customer is impacted. This includes monitoring of the environment, managing, tracking, and resolving incidents and escalations to our 3rd line Product Support. You will also get incidents via our Service Desk system from our customers, to help them solving or finding workarounds for the issue in real-time.
As a Technical Support Engineer, you minimise the impact of changes to operations through robust Quality Assurance and continuous service improvement, though automated and manual testing.

What you bring

We are looking for a Technical Support Engineer who is passionate (like us) about authentication and ‘safe signing’ solutions, who has the following skills:

  • Has some affinity on IT Security and Security Awareness,
  • Is well organised and quality driven,
  • Has a strong personality with the right soft skills: diligence in resolving customer application issues and willingness to jump in and tackle issues even in stressful situations,
  • Is pragmatic and pro-active, making things happen,
  • Is able to work alone and/or in a team,
  • Is available to work according to the Brazilian time zone.

Our ideal candidate

…has the following qualifications and experience:

  • Bachelor or Master degree in IT,
  • 2/3 years of working experience,
  • Some experience with support processes (ITIL is welcomed),
  • Programming knowledge (scripting),
  • Strong understanding of IT applications management processes.

We would be happy if you have some knowledge and experience of networking and automated testing tooling. Since we are an international company we are looking for a candidate who can communicate fluently in English (both in speaking and writing) and Portuguese (both in speaking and writing).

In the context of the integrity and reliability of our staff, we may conduct a security screening during the application process. Therefore, we seek only candidates with the EUROPEAN NATIONALITY.