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Há 1 mês
Jolera Inc. is a leading provider of next-generation managed services for MSPs and IT solution providers.
We are seeking an experienced Technical Support Specialist to join our Help Desk team in Porto, Portugal.
This role requires strong technical knowledge, excellent communication skills, and the ability to multitask and prioritize tasks effectively.
The ideal candidate will have 1-3 years of experience in a technical support role, with a proven track record of resolving user issues efficiently and effectively.
The salary for this position is €35,000 - €45,000 per year, depending on experience.
Job Description:
Key Responsibilities:
- Process service tickets and assign them to appropriate service resources as necessary
- Maintain service ticket ownership throughout the life of the support incident
- Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager
- Responsible for the overall administration of desktop, laptop, and peripherals at a specific location
- Install, configure, and diagnose client workstations and equipment
- Conduct on-site problem determination and analysis
- Provide advice and technical guidance to end users and technical resources as the situation warrants
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff
- Document in detail the activities carried out as well as the technical information collected
- Maintenance of network printer devices
- Assist with account management activities
- Responsible for the use of the site ticketing system to record all problems, incidents, and changes, ensuring accurate resolution notes for each ticket
- Identify and escalate production critical issues to the appropriate groups
- Perform data backup and recovery at a user level, as required
- Comply with internal controls and policies as applicable
- Responsible for on-call/as-needed support for remote locations
Required Skills and Qualifications:
- 1-3 years of experience in a technical support role
- Relevant degree or diploma, or equivalent experience
- Proven problem-solving and analytical skills
- Excellent attention to detail
- Ability to document processes and accept feedback
- Strong ability to work within a team environment
- Excellent communicator and personable
- Able to lead conversations of a technical nature with end users who may not have any technical expertise
- Some knowledge of database technologies is an asset
- Strong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS
- Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.)
Benefits:
We offer a competitive compensation package and benefits, including a salary range of €35,000 - €45,000 per year, depending on experience. Other benefits include company perks, brand discounts, company events, recognitions, and celebrations, career development and growth opportunities.
