Service Expert SCADA W/M
Service Expert SCADA W/M
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Job Description
Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon Portugal with the mandate to provide financial services for Air Liquide European 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
You will be part of a global customer service support team and provide Level 2 support (out of 3 levels 1 being basic 3 being advanced) for software solutions assisting users functionally and technically.
The team currently includes 9 Service Experts located across different regions globally all managed by the Product Delivery Manager in Paris.
You will focus mostly on European solutions but you will work in a very international setting and customers worldwide.
You will monitor system activities review tickets diagnose issues and offer solutions. The role involves creating action plans for service improvement updating documentation and escalating the most difficult problems to the next level of support.
Main Accountabilities
Assist functionally and technically users with contractual commitments of the use of solutions.
Examine the cause of incidents and establish a diagnosis.
Provide a temporary solution when a permanent solution is not possible.
Update incidents and communicate timely to the customer about progress.
Ensure the review of tickets within the entity and monitor the availability rate of solutions / domain.
Escalate in a timely manner the more complex issues to the next level of support.
Participate in the 24/7 application support coverage.
Carry out implement and monitor action plans aimed at continuous improvement of the service (reduction of incidents implementation of procedures relay etc ...).
Propose solutions to increase the reliability and quality of the applications as well as to reduce operating and on call costs while ensuring an adequate level of security.
Participate actively in the updating of applications documentation linked to support activities.
Are you a MATCH
University Degree or College Diploma (3 years after high school).
First experience in Information Technology or Computer Science including application/system support: knowledge on network architecture testing and integration of IT systems troubleshooting and systems support activities.
Customer service orientation and good communications skills.
Sense of responsibility towards the solution you will work on.
Good analytical skills to make business and functional analysis.
Team spirit.
Willingness to be on-call 24/7
English mandatory.
Having the following hard skills would be great assets:
Good knowledge of the Windows platforms: Windows Server; Windows 7 8 10 & 11.
Knowledge of SQL Server database systems.
Knowledge and expertise on Pi OSISoft or any Historian tool.
Familiar with scripting languages (PowerShell PL/SQL and TSQL).
Experience with the Google tools will be a plus (Gmail Drive Docs Sheets Google).
The position is based in Lisbon.
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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.
Employment Type
Full-Time
