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User Support

3 semanas atrás

Lisboa, Portugal IT RECRUITER Tempo inteiro

Portuguese company hires for remote/hybrid work

CANDIDATES MUST LIVE IN PORTUGAL

FLUENT ENGLISH (C1)

**USER SUPPORT / HELPDESK**

Description

***Role requirements**:

- Minimum 3 years’ experience in IT Service Desk role, providing in situ technical support as well as remote support using remote desktop tools;
- Mandatory English-speaking fluency;
- Mandatory experience in Windows OS environment, Office 365 suite, Cisco end-user devices (i.e. video conferencing), and Citrix client;
- Mandatory experience with endpoint hardware lifecycle, deployment, and maintenance;
- Mandatory experience with ITIL v3 processes;
- Experience supporting VIPs are required;
- Attitude required are to be communicative, energetic, self-motivated and self-learner;
- Certifications on Microsoft and Cisco products are a plus.

**Responsibilities**:

- Liaise, work together with, and advise your IT colleagues across different sites and disciplines;
- Execute the agreed processes and known best practices necessary to work accordingly to the direction and strategy, making suggestions for improvement when the opportunity arises;
- Preparing materials related to day-to-day work to share among the teams to improve quality of support;
- Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information, and provide guidance;
- Follow Incident Management Procedures and ITSM Procedures;
- Ensure the customer is properly and timely informed on the status of their Request or Incident;
- Provide accurate and detailed information when escalating to the next support level;
- Communicate/escalate in timely manner recurring issues and problems to Support Manager.

Location: Porto (hybrid)

**Duration: 3 months (with the possibility of extension).**

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