Support Shift Manager

JOB POSITION: Support Shift Manager
LOCATION: Porto,  Portugal

Job description/specification

We are looking for a manager to co-lead our technical support team (Tier1 and Tier2).

  • TIER1: Our call center service, composed by IT technicians, that assists Hotel Guests and Hotel staff using our products and resolve difficulties and low complexity technical issues.
  • TIER2: Our call center service, composed by IT specialists, that assist hotel technical staff (maintenance and IT) on technical issues and are able to troubleshoot the infrastructure and applications issues on our products and solutions.

The job junctions and responsibilities are:

  • Manage TIER1 and TIER2 support call centers during his shift in coordination with other Manager and Director
  • To monitor Customer satisfaction and be proactive and responsive on communicating with customers
  • Guarantee  Nonius’ Customer Support processes implementation
  • Hire and Train TIER1 and TIER2 staff
  • Present weekly report with  Customer support Metrics
  • Analyze support team training needs and define plans to improve support quality
  • Propose customer support improvement programs
  • Monthly propose recurrent problems/issue  to director and proposals to resolve

What we require from you:

  • Good English  – spoken and written
  • Previous experience in managing support desk teams/shifts
  • Technical degree  in IT and/or network
  • Good Communication skills
  • Technical experience with networking and Internet technologies
  • Availability to work in shifts and weekends

We will also value the following:

  • Spanish – spoken and written
  • ITIL certification
  • IT certifications [MCSE, CCNA, etc]
  • Experience with network equipment: routers, switches, access points, ip telephony
  • Experience with TV systems, Coax, OTT, IPTV
  • Basic knowledge of network protocols
  • Scripting languages (bash and other CLI)

What we offer:

  • Competitive salary and conditions
  • Incentive bonus plan
  • Health insurance
  • A great environment and a great team to work with


Please send your resume to with reference SM1901PT.

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