Helpdesk Support

Paço de Arcos, Lisbon, Portugal
- IT Services
- Full-time

**Description**:
**Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1993, the group is present in 23 countries across Europe, North America, and Asia, with over 1.800 employees supported by a network of +20.000 linguists around the world.**

**At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.**

**Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you) to support our mission to drive growth and innovation across some of the world’s leading brands.**

We are currently looking to recruit a **Helpdesk Support**, to join our Lisbon office. This is a permanent and full-time contract.

The Helpdesk Support role is responsible for providing first-level technical assistance to internal users, ensuring efficient resolution of incidents and maintaining user satisfaction. The Helpdesk Support acts as the first point of contact for IT-related issues, ensuring clear communication between end users and technical teams.

**Main responsibilities**:

- First-level support: Provide first-level support for IT-related issues, including software, hardware, network, and system queries.
- Ticket management: Use the helpdesk ticketing system to log, manage, and resolve incidents, escalating when necessary and following up to ensure timely resolution.
- System deployment: Deploy systems and software in both Windows and Macintosh environments.
- Account management: Create, manage, and troubleshoot user accounts and profiles.
- Network support: Provide first-level support for desktop network issues, including basic troubleshooting of network connectivity, DHCP, and drive mapping.
- Hardware maintenance: Perform maintenance on computer hardware and peripherals, ensuring systems run optimally.
- Backup and recovery: Execute data backup, archival, and recovery strategies as part of disaster recovery and data integrity processes.
- User training: Train and support users on desktop software, network resources, and best practices.
- Collaboration: Work closely with other IT teams to investigate and document issues, ensuring seamless support across different services.
- Documentation: Create and update helpdesk documentation to improve service quality and operational efficiency.

**Requirements**:
Educational Background:

- Degree in IT or equivalent
- ITIL certification for IT Service Management (preferred)

Professional Experience
- Experience in troubleshooting and maintenance of computer hardware, software, and network connectivity
- Familiarity with Microsoft Office O365 troubleshooting
- Experience in Active Directory user management
- Understanding of networking (routing, DHCP, drive mapping) and print management
- Knowledge of helpdesk tools and ticketing systems (e.g., Jira)
- Familiarity with fileshares, storage monitoring, and backup strategies
- Experience with RDS environments (preferred)
- Self-organization and priority management: Strong organizational skills with the ability to effectively manage and prioritize tasks.
- Autonomy within processes: Capable of following processes aligned with ISO 27001 standards while demonstrating a high degree of autonomy and independent decision-making potential.

**Benefits**:

- ️ Location: Paço de Arcos, Lisbon
- ️ Meal allowance
- ️ Health insurance
- Transport allowance
- ➕ Seniority days
- Flexible Workplace
- International environment with multicultural teams
- Professional development and growth opportunities