Help Desk for Learning Platform

Phiture; Oeiras; Híbrido; EUR 20 000 - 30 000; Tempo integral

Resumo da oferta

A consulting company in Oeiras is seeking an experienced Help Desk Specialist to operate the ALE Help Desk and support users effectively. This role requires over 5 years in technical support, along with troubleshooting skills across various systems. Candidates fluent in Portuguese and English with a customer-oriented outlook are encouraged to apply. The position offers adaptable work arrangements and health insurance upon hiring.

Serviços

Wage according to experience

Remote work when possible

Health insurance from the start

Work equipment provided

Qualificações

• 5+ years of experience in help desk or technical support roles.
• Prior experience with systems like LMS, TMS, etc.
• Analytical problem-solving skills.

Responsabilidades

• Operate ALE Help Desk, logging and tracking all requests.
• Manage ticket escalation and transfer with traceability.
• Provide user account and course support.

Conhecimentos

Help desk or technical support experience

Troubleshooting (Windows, macOS, Linux)

Networking (TCP/IP, DNS, DHCP)

Active Directory administration

Customer-oriented mindset

Fluent in Portuguese

Fluent in English

Descrição da oferta de emprego

Syffer is an all-inclusive consulting company focused on talent, tech and innovation. We exist to elevate companies and humans all around the world, making change, from the inside to the outside.

We believe that technology + human kindness positively impacts every community around the world. Our approach is simple: we see a world without borders, and believe in equal opportunities. We are guided by our core principles of spreading positivity, good energy and promoting equality and care for others.

Our hiring process is unique! People are selected by their value, education, talent and personality. We do not present ethnicity, religion, national origin, age, gender, sexual orientation or identity.

Its time to burst the bubble, and we will do it together!

What You'll do:

• Operation of ALE Help Desk: All requests logged and tracked; written response provided within 30 minutes (either resolution or status update with assigned priority and prognosis); shift coverage maintained 07:00-17:00 CET;
• Ticket Escalation and Management: Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability;
• User Account and Course Support: Accounts activated, issues resolved, enrolments and progress supported, certificates generated; 95% user satisfaction rate;
• Monthly Report: Report submitted on time; includes ticket volumes, performance metrics, escalations, and user feedback;
• Improvement Proposals: Actionable recommendations for process or UX improvement based on metrics and feedback;
• On-site role;

What You Are:

• 5+ years in help desk or technical support roles;
• Prior experience with systems like LMS, TMS, etc.;
• Hardware/software troubleshooting (Windows, macOS, Linux);
• Networking: TCP/IP, DNS, DHCP;
• Active Directory administration;
• PowerShell scripting;
• Windows/Linux server admin (5+ years);
• Virtualization & VDI environments;
• Customer-oriented mindset;
• Team collaboration;
• Technical documentation (FAQs, guides, procedures);
• Analytical problem-solving;
• Fluent in Portuguese and English;

What you'll get:

• Wage according to candidate's professional experience;
• Remote Work whenever possible;
• Allocation of health insurance from the beginning of the employment;
• Delivery of work equipment adjusted to the performance of functions;
• And others.

Work together with expert teams on projects of large magnitude and intensity, long term together with our clients, all leaders in their industries.

Are you ready to step into a diverse and inclusive world with us?

Together we will promote uniquess!