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