We are looking for an IT Helpdesk Senior Technician to join our Client's team on a hybrid working model from Carcavelos, Lisbon.
Position Overview:
As an IT Helpdesk Senior Technician, you will provide advanced technical support, manage complex IT incidents, mentor junior technicians, and collaborate with various teams to ensure the smooth functioning of IT infrastructure. You will focus on problem-solving, delivering high-quality user support, maintaining systems, and contributing to IT projects.
Key Responsibilities:
Advanced Technical Support:
* Act as the escalation point for Level 1 and 2 teams, resolving hardware, OS, network, and software-related issues.
* Use tools like TeamViewer, Zoom, Teams, SharePoint, and VPN for remote troubleshooting.
System Maintenance:
* Perform system updates, patches, backups, and routine health checks for both Windows and macOS environments.
* Administer endpoint devices, including hardware and software configurations.
User Training and Support:
* Offer end-user training on IT tools such as Microsoft 365 and antivirus software.
* Prepare user-friendly technical documentation and FAQs.
Mentorship and Leadership:
* Mentor and support junior technicians, fostering skill development and career growth.
* Set an example in customer service and technical expertise for the team.
IT Project Collaboration:
* Participate in IT upgrades, infrastructure changes, and new technology assessments.
* Support cross-functional teams during problem resolution and system integration efforts.
Documentation & Reporting:
* Maintain detailed logs of incidents and resolutions using ITSM platforms like ServiceNow or Jira.
* Generate and analyze reports on IT performance metrics to identify areas for improvement.
Cybersecurity & Compliance:
* Ensure compliance with cybersecurity measures such as GDPR and ISO 27001.
* Implement security features like endpoint protection and access controls.
Continuous Improvement:
* Identify opportunities to enhance IT workflows and adopt cutting-edge tools.
Basic Qualifications:
Work Experience:
* Over 5 years of IT support experience, with at least 2 years in a senior-level role.
Technical Expertise:
* Strong knowledge of Windows (10, 11, Server), macOS, and basic Linux systems.
* Experience with enterprise tools like Microsoft 365, Azure, AWS, and ITSM platforms.
* Solid understanding of networking concepts (e.g., VPNs, LAN/WAN, VLANs).
Certifications (Preferred):
* CompTIA A+, Network+, Security+
* ITIL Foundation (required).
* Microsoft Certifications (Modern Desktop Administrator Associate or Azure Fundamentals).
* Cisco CCNA.
Soft Skills & Communication:
* Fluency in English (B2 level or higher) with strong written and verbal communication.
* Leadership and mentoring skills.
* Problem-solving and analytical thinking with a customer-focused mindset.
Additional Requirements:
* Technical training in hardware and software configurations.
* Understanding of cybersecurity principles (antivirus, access control policies).
* Strong interpersonal skills, team collaboration, and customer focus.
* Availability to work shifts from 8:00 a.m. - 8:00 p.m., Monday through Friday, including occasional weekends or overtime.
Why Join Us?
* Employment: Indefinite Contract from the start.
* Health Insurance: Comprehensive coverage for your well-being.
* Hybrid Work Model: 2 days on-site, 3 days remote.
* Continuous Learning: Access to a Udemy Business subscription with thousands of workshops and courses.
* Team Culture: Collaborative and innovative work environment.
If you meet the above criteria and are ready for an exciting opportunity in a dynamic environment, submit your CV!