Help Desk Specialist

Há 6 dias

Oeiras, Lisboa, Portugal wBrain Tempo inteiro


Hybrid – Lisbon
|
Freelance / Technical Assistance
|
Security Clearance Required

About the Role

At
wBrain
, we are seeking an experienced
Help Desk Specialist
to provide high-quality technical and user support for a large-scale
Learning Environment Platform
used 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

  • Minimum
    5 years of experience
    in Help Desk, IT Support, or similar roles.
  • Experience with
    Learning Management Systems (LMS/TMS)
    .
  • Technical proficiency in
    Windows, macOS, and Linux
    troubleshooting.
  • Knowledge of
    Active Directory, PowerShell, networking (TCP/IP, DNS, DHCP)
    .
  • Strong understanding of
    ITSM tools
    (ServiceNow, Jira, etc.).
  • Excellent
    English communication skills (B2–C1 level)
    .
  • Strong analytical and problem-solving skills with a user-centric mindset.
  • Eligibility for or possession of
    NATO Secret clearance
    .

Nice to have:

  • Certifications such as
    MCSA, CCNA, CompTIA Server+, MD-100/101
    .
  • Familiarity with
    Webex, 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 to

with the subject:

Help Desk – Learning Environment

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