English Technical Helpdesk Agent

Savior Artigos Texteis Lda; Porto; On-site; EUR 14,000 - 21,000; Full time

Benefits offered by this job

Structured onboarding and knowledge‑g.

Job summary

Savior Artigos Texteis Lda in Porto seeks a Technical Helpdesk Agent to provide first-line IT support by phone and remote sessions to English-speaking customers. You will understand problems and impact, then perform checks and fixes in a clear, logical order, escalating when needed with a complete symptom summary.

You will keep ticket notes up to date and follow security and data protection procedures during remote sessions; shifts are full-time.

Qualifications

• Fluent English (C1) required.
• General IT knowledge is essential.
• Experience with a ticketing system is an advantage.
• Able to explain technical steps clearly and calmly.

Responsibilities

• Provide first-line IT support by phone and remote sessions.
• Understand the problem and customer impact, then perform checks and fixes in a logical order.
• Elevate complex faults with a complete symptom summary for second-line teams.
• Keep ticket notes up to date and follow security and data protection procedures.

Skills

Fluent English (C1)

General IT knowledge

Patience under pressure

Clear communication

Customer empathy

Education

Tools

Ticketing system

Job description

About The Role

As a Technical Helpdesk Agent in Porto, you will provide first-line technical support by phone and remote session to English-speaking customers. You will start each contact by understanding the problem and the customer's impact, then work through checks and fixes in a clear, logical order.

About The Role

As a Technical Helpdesk Agent in Porto, you will provide first-line technical support by phone and remote session to English-speaking customers. You will start each contact by understanding the problem and the customer's impact, then work through checks and fixes in a clear, logical order.

When a fault is beyond first-line scope, you will elevate it with a complete summary of the symptoms, the steps already taken and any patterns you have noticed, so the second‑line team can act immediately. You will keep ticket notes up to date and follow our standard procedures for security and data protection, particularly during remote sessions.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• General IT knowledge is essential, and experience with a ticketing system is an advantage.
• You should be patient, calm and comfortable explaining technical steps simply.
• Shifts are shift-based and full-time.

What We Offer

• Structured onboarding and regular knowledge-sharing sessions with experienced colleagues.