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2 semanas atrás

Oeiras, Portugal wBrain Tempo inteiro

Hybrid – Lisbon| Freelance / Technical Assistance| Security Clearance Required About the Role AtwBrain, we are seeking an experiencedHelp Desk Specialistto provide high-quality technical and user support for a large-scaleLearning Environment Platformused by an international organization. You'll act as the main point of contact for end-users, ensuring effective resolution of incidents, smooth platform operation, and exceptional customer satisfaction. Key Responsibilities Serve as the first line of support for users of the Academy Learning Environment. Log, track, and resolve incidents through the ticketing system and other communication channels. Manage user accounts, access rights, and troubleshooting related to platform use. Escalate complex technical issues to the relevant technical teams when required. Monitor system performance and identify improvement areas in workflows and processes. Ensure high-quality reporting and maintain documentation of technical incidents. Prepare monthly performance and satisfaction reports. Requirements Minimum5 years of experiencein Help Desk, IT Support, or similar roles. Experience withLearning Management Systems (LMS/TMS). Technical proficiency inWindows, macOS, and Linuxtroubleshooting. Knowledge ofActive Directory, PowerShell, networking (TCP/IP, DNS, DHCP). Strong understanding ofITSM tools(ServiceNow, Jira, etc.). ExcellentEnglish communication skills (B2–C1 level). Strong analytical and problem-solving skills with a user-centric mindset. Eligibility for or possession ofNATO Secret clearance. Nice to have: Certifications such asMCSA, CCNA, CompTIA Server+, MD-100/101. Familiarity withWebex, Teams, or AV systems support. Experience in international or defense-related environments. What We Offer Opportunity to work in a high-impact international environment. Flexible hybrid work model (Lisbon-based). A collaborative and multicultural team culture. Exposure to large-scale digital learning transformation initiatives. Interested? Send your CV towith the subject: Help Desk – Learning Environment

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