EU IT Service Desk Agent | Bilingual EN/ES

Holafly; Lisboa; Híbrido; EUR 18 000 - 24 000; Tempo integral

Resumo da oferta

Holafly is seeking an IT Service Desk Agent for the Europe time zone to be the central point of contact during core hours. You will support a fast-growing scale-up, resolving software and OS issues, and maintaining Jira/Confluence workflows for a global team.

You will document solutions, collaborate across LATAM and ASIA shifts, and drive process improvements to ensure high-performance IT services and smooth handovers.

Qualificações

• 1–2 years of proven experience in technical support, IT service desk, or customer-facing technology roles in fast-paced or scale-up environments.
• Solid technical foundation in ChromeOS, macOS, Linux, iOS, and Android operating systems.
• Bilingual in Spanish and English (C1 minimum) with exceptional written and verbal communication skills.
• Degree in Computer Science, Systems Engineering, or a related technical discipline (or equivalent practical experience).

Responsabilidades

• Diagnose and resolve technical issues across software, business applications, and operating systems with patience, velocity, and absolute clarity.
• Own and optimize ticket workflows within Jira Service Management, ensuring SLAs and setting the benchmark for the global team.
• Document troubleshooting procedures, solutions, and processes in Confluence to empower user self-service and ensure smooth handover to LATAM and ASIA shifts.
• Drive platform hygiene and continuous improvement by identifying recurring incident patterns, minimizing technical debt, and proposing automation or preventive solutions.
• Collaborate across teams to translate complex technical infrastructure into clear solutions for non-technical stakeholders.
• Ensure seamless shift handovers, updating pending documentation and critical tickets so LATAM and ASIA teams can continue operating without friction.

Conhecimentos

Operational Excellence

Asynchronous Communication

Cross-team Collaboration

High Productivity

Formação académica

Degree in Computer Science or related

Ferramentas

Jira Service Management

Jira Cloud

Confluence

Google Workspace

Slack

Descrição da oferta de emprego

Holafly is seeking an IT Service Desk Agent for the Europe time zone to be the central point of contact during core hours. You will support a fast-growing scale-up, resolving software and OS issues, and maintaining Jira/Confluence workflows for a global team.

You will document solutions, collaborate across LATAM and ASIA shifts, and drive process improvements to ensure high-performance IT services and smooth handovers.