Service Desk Agent (EU)

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

Company Overview

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

As our IT Service Desk Agent for the Europe time zone, you will be the core pillar of our global support engine. Based in Europe, you will act as the primary point of contact during the main operational hours of our central team, transforming complex technical hurdles into seamless digital workflows. You are the strategic bridge between our internal teams' daily productivity and our technical infrastructure, ensuring a high-performance experience across all software, business applications, and IT systems.

Key Responsibilities

• 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 strict alignment with established Service Level Agreements (SLAs) and setting the benchmark for the global team.
• Act as the knowledge hub, heavily documenting troubleshooting procedures, solutions, and processes in Confluence to empower user self-service and ensure a smooth handover to the 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 fearlessly across teams to translate complex technical infrastructure into clear solutions for non-technical stakeholders.
• Ensure seamless shift handovers, proactively structuring and updating pending documentation and critical tickets so the LATAM and ASIA teams can continue operating without friction.

Qualifications

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

Key Professional Attributes (Essential For This Role)

• Operational Excellence & Standardization: A methodical mind that thrives on keeping tools clean, processes optimized, and documentation updated. You don't just solve tickets; you improve the system.
• Asynchronous Communication & Shift Handover Mastery: Exceptional ability to package information, log progress clearly, and communicate status updates through Slack, Gchat and JSM so that the global team (LATAM and ASIA) can pick up work seamlessly.
• Fearless Collaboration: You are comfortable reaching out to any department, engineering team, or stakeholder to unblock issues rapidly during core European business hours.
• High Productivity & Urgency: Strong results-oriented drive. You manage your time sharply, keeping multi-tasking under control while maintaining high-quality support under pressure.

Core Technical Ecosystem (Must-Have)

• Atlassian Suite (Jira Service Management, Jira Cloud, Confluence): This is our main engine for ticketing, project tracking, and documentation. You must know how to navigate, manage, and document within this ecosystem efficiently.
• Google Workspace (GWS): Our absolute "source of truth" and core repository. Knowledge is required to manage user administration, centralize information, and secure our directories.
• Slack: Our primary corporate communication tool. You must know how to use it dynamically to coordinate, collaborate, and resolve issues fast.

Nice to Have

• Official Atlassian Certifications.
• ITIL Foundation Certification or similar IT service management framework credentials.
• Experience in scaling IT support workflows within fast-growing tech environments.