Service Desk Technician

Role overview Provide front-line technical and functional support to users, helping resolve incidents and service requests across several communication channels. You will assess issues, work toward timely resolutions, and coordinate with specialist teams or partners when a ticket needs escalation.

Responsibilities - Respond to user queries through email, phone, a self-service portal, and other support channels. - Diagnose technical problems and resolve them with care and consistency. - Serve as the first point of contact for support requests and route more complex cases to second-line teams or external partners. - Keep communication clear while managing incidents and requests through to the appropriate outcome.

Requirements - Completed secondary education. - Fluency in English and Spanish. - Experience in a Service Desk, Helpdesk, or comparable user-support role. - Familiarity with Microsoft Office 365, Windows, Active Directory, Exchange, and file shares. - Working knowledge of VPNs, firewalls, proxies, antispam systems, instant messaging, hardware, and peripherals. - Strong diagnostic, communication, and interpersonal skills; a responsible, proactive, results-focused approach and ability to work well in a team. - Availability to work shifts that may operate 24/7.

Benefits and work setup The role offers a flexible arrangement, either remote or based in Loulé, depending on operational needs. The source also describes regular professional-development opportunities, office facilities with meals and snacks, and team-building activities.