English Technical Helpdesk Agent

Savior Artigos Texteis Lda; Porto; On-site; EUR 17,000 - 21,000; Full time

Benefits offered by this job

Structured onboarding

Job summary

Savior Artigos Texteis Lda is seeking a Technical Helpdesk Agent in Porto to deliver first-line technical support to English-speaking customers via phone and remote sessions. You will begin by understanding the issue and its impact, then follow a logical sequence to resolve it.

When issues exceed first-line scope, you will provide a thorough handover with symptoms, steps taken, and observed patterns to the 2nd line.

Qualifications

• Fluent English at C1 level or higher is required for this role.
• General IT knowledge is essential for trouble-shooting.
• Experience with a ticketing system is an advantage.
• You should be patient, calm and able to explain technical steps simply.
• Shifts are shift-based and full-time.

Responsibilities

• Provide first-line technical support by phone and remote session to English-speaking customers.
• Escalate complex issues with a complete summary to the second-line team.
• Keep ticket notes up to date and follow security and data protection procedures during remote sessions.

Skills

Fluent English (C1+)

General IT knowledge

Experience with a ticketing system

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.

When a fault is beyond first-line scope, you will escalate 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.