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. This role is ideal for individuals with strong analytical and problem-solving skills who can work in a fast-paced environment.
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
* Elevate 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