IT Helpdesk Specialist - Remote Support & Flexible Hours

Robert Bosch Group; Lisboa; Híbrido; EUR 28 000 - 36 000; Tempo integral

Resumo da oferta

Robert Bosch Group in Lisbon is seeking a customer-facing IT support specialist to handle first-line technical inquiries via phone, email or chat. You will diagnose and resolve issues, follow established procedures and document incidents while coordinating with other Bosch teams.

The role emphasizes strong communication, problem-solving and a proactive service mindset, with opportunities to work in a multinational environment and flexibly across office or remote settings as business needs

Qualificações

• Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics.
• Experience in a customer facing position would be an advantage.
• Languages: Norwegian oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus.
• A team player who is 100% service and solutions focused.
• Methodical troubleshooting skills required.
• Working knowledge of SAP would be an advantage.
• Previous experience or affinity with automotive electronics would be an advantage.
• Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure.
• Willingness of taking over responsibility for assigned projects as needed.

Responsabilidades

• Respond to all calls, emails and common requests for technical 1st level support.
• Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months.
• Follow defined work instructions and escalation processes for all possible types of incidents.
• Track all incidents in our internal incident management system.
• Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes.
• Input for FAQ and knowledge data base.
• Establish good relationships with colleagues and customers in order to achieve a correct flow of information.
• Willingness to work in the office and/or remote according to business needs.

Conhecimentos

Customer orientation

Team player

Service orientation

Troubleshooting

Pressure handling

Formação académica

Technical IT education

Ferramentas

SAP

Descrição da oferta de emprego

Robert Bosch Group in Lisbon is seeking a customer-facing IT support specialist to handle first-line technical inquiries via phone, email or chat. You will diagnose and resolve issues, follow established procedures and document incidents while coordinating with other Bosch teams.

The role emphasizes strong communication, problem-solving and a proactive service mindset, with opportunities to work in a multinational environment and flexibly across office or remote settings as business needs